Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today that Starbucks (NASDAQ: SBUX), the premier roaster and retailer of specialty coffee in the world, has renewed its contract for Convergys’ industry-leading relationship management solutions for a further two years to enhance its facilities support operations.
With 2008 revenues of over $10 billion and one of the most well known brands in the market, Starbucks has an unwavering commitment to customer service excellence. Despite the solid internal customer service support it had in place, when its recent growth outstripped its internal contact center’s ability to provide cost-effective and efficient facilities support to its stores in North America, Starbucks turned to Convergys to meet this pressing need. Convergys has consistently met or exceeded Starbucks’ quality measures while delivering significant cost savings and improved efficiency in the process, prompting the renewal of the contract.
Working together, Convergys and Starbucks developed a powerful facilities support tool to track every piece of equipment in each company-owned facility, follow repair orders, and support invoicing from approximately 1,300 service providers. The companies also collaborated on the development of specialized training to help Convergys agents provide contact center services for facilities support. Convergys agents assist Starbucks retail employees in complex troubleshooting and equipment repair, as well as in identifying appropriate service vendors, issuing repair orders, and tracking repair work.
“Transferring an essential management function like contact center services for facilities support to Convergys was a first for Starbucks,” said Badger Godwin, vice president, Store Development – Global Real Estate & Facilities for Starbucks. “Our decision has been more than validated, with Convergys proving to be a true, collaborative partner to Starbucks. We have worked together on agent training, scaling to meet our growth, and the creation of software tools to drive cost savings and improve the efficiency of our facilities support operation.”
“Our facilities support work with Starbucks demonstrates the breadth and scope of Convergys’ capabilities in the relationship management space,” said Jim Boyce, Convergys President, Global Business Units. “Thanks to the excellent training we provide, our dedicated workers answer internal calls and handle complex situations, helping our clients lower their costs and improve the efficiency of their contact center operations. We are looking forward to helping Starbucks achieve even more success in the future.”
With 30 years of customer support experience, 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. Our global delivery model enables us to provide support - on-shore, offshore, or near-shore; whether in a contact center or home agent model. We provide our clients with state of the art infrastructure and self-service automation technology to not only increase customer satisfaction but also reduce costs.
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 www.convergys.com.
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