Monday, March 30, 2009

Hyundai Motor America Renews Relationship Management Solutions Contract with Convergys to Raise the Bar on Customer Experience

Convergys Corporation , a global leader in relationship management, announced today that Hyundai Motor America has signed a three-year contract renewal for Convergys’ industry-leading customer management solutions. Hyundai first became a Convergys client in 2005.

Convergys’ relationship management solutions include dedicated and experienced customer service agents who are the first point of contact for vehicle owners contacting Hyundai’s Consumer Affairs for sales and service related concerns. Convergys provides case management, fulfillment, self-service, and back office solutions to Hyundai. Convergys also provides analytical expertise to Hyundai, leveraging the customer satisfaction surveys it conducts on behalf of the company to offer Hyundai actionable customer intelligence.
Hyundai Motor America, which has more than 790 dealerships across the United States, is focused on providing a superior customer experience to drive continued high levels of customer loyalty and retention. Throughout its multi-year relationship with Hyundai, Convergys’ continuous improvement initiatives, experienced staff, proactive training initiatives, and ability to capture and report actionable customer intelligence in areas including product design and the dealership experience, illustrate Convergys’ value as Hyundai’s relationship management partner.

“At Hyundai, we know that providing the highest level of service to our customers throughout their relationship with our company is a key driver of continued loyalty,” said Kelly Kawaguchi, Hyundai’s National Manager of Consumer Affairs. “Convergys’ experienced and knowledgeable agents ensure our owners have an excellent service experience each and every time they contact us. In addition, Convergys’ extensive reporting capabilities give us the insight we need to take positive action on trends and issues that can impact customer satisfaction.”

“Car buyers and owners are sophisticated when it comes to the purchase and maintenance of their vehicles. Providing a consistent customer experience across all channels throughout the customer’s relationship with a particular brand is a key differentiator for manufacturers and dealers and a solid predictor of return business,” said Jim Boyce, Convergys President, Global Business Units. “Convergys’ experience in the auto industry, coupled with our live agents and self-service solutions, is a key component of Hyundai’s strategy to maintain high customer satisfaction levels and drive profitable growth.”

With more than 30 years of customer support experience in the automotive industry, Convergys partners with clients to improve operational effectiveness, increase customer satisfaction, and accelerate revenue growth to create a sustainable competitive advantage in the marketplace for its clients.

About Hyundai

Hyundai Motor America, headquartered in Fountain Valley, California, is a subsidiary of Hyundai Motor Co. of Korea. Hyundai vehicles are distributed throughout the United States by Hyundai Motor America and are sold and serviced through more than 790 dealerships nationwide.

About Convergys

Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.

For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.

Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 75,000 employees in 84 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit

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