Convergys Customer Service Solutions offers an effective alternative to tying up capital, payroll, and management expertise in owned-and-operated contact centers. We blend worldwide and home-based workforce solutions with advanced, multichannel, self-service expertise to deliver:

• Reduced costs with efficiencies gained through work process improvements and effective workforce management
• Improved satisfaction by focusing on agent training to smoothly resolve issues from help desk to fraud to dispute transactions
• Increases loyalty with proactive self-service and multichannel options that allow customer transactions using preferred medium

Measurable Results: For a global financial company, we managed 29 programs while routinely meeting satisfaction and aggressive cost per call goals with an offshore solution.

Convergys Customer Retention Solutions combine consulting-led strategy and operational expertise with market leading analytics, automation and agent training to take customer service to the next level. Our inbound reactive retention and outbound proactive retention solutions provide:

• Decreased Costs with innovative, streamlined use of retention resources
• Decreased Churn by increasing accuracy in identification, understanding, and proactive retention of high-risk, valued customers
• Lower cost of save

Measurable Results: A leading financial services client improved satisfaction and agent attrition with new Convergys training that became the standard for its entire customer care network, including in-house contact centers.

We leverage our proprietary post-contact survey solution, called POSE (Point of Service Evaluation), to cost-effectively measure and improve satisfaction. Survey results are used in conjunction with operational, behavioral and financial data to drive results.

• Proactive churn intervention with automated e-mails that proactively notify agents of dissatisfied customers
• Improved customer experience through our online portal which delivers customer feedback in real-time so the right people are informed, immediately
• Reduced expenses by leveraging our Philippines research center which saves clients 30-40% in data collection

Measurable Results: For a specialized financial services provider, Convergys used POSE to increase ‘most satisfied customers’ from 81% to 88%.

Convergys Customer Segmentation & Profiling Solutions uncover valued and at risk customer segments, and tailor response to each group's expectations to improve customer retention and loyalty and drive customer value growth.

• Improve customer satisfaction leveraging valuable customer profiles based on attitudinal, lifestyle, demographic, and product usage
• Brand differentiation resulting from strategic positioning of products relative to segmentation and differentiated from the competition
• Customer value growth occurs when optimal pricing and offers for products are applied based on segmentation, maximizing satisfaction, market share, profitability

Measurable Results: Convergys leveraged analytics and rules engine technology to segment and reward a major institution’s select customers while generating savings estimated at $100 million annually.

Convergys provides your customers with access to service wherever, whenever and however they want it. The benefits include:

• Increased mobile revenue results from the use of multi-modal and multi-channel service that allows customers to easily interact through their preferred channels
• Customer satisfaction thanks to flexible service delivery provided through our holistic approach which integrates online, live agent, intelligent IVR, mobile, chat and branch support

Measurable Results: For a global financial services provider, Convergys used IVR technology to improve call containment for callers with wired and mobile phones. The automated ATM locator feature handles more than 800,000 calls annually.

By leveraging the power of intelligent automation, Convergys can help you provide your customers with interactions that are personalized, optimized, and secure. The benefits of our Customer Intelligence Solutions include:

• Cost reductions occur when Intelligent Self-Service is leveraged to deliver personalized, relevant multichannel customer interactions at a lower cost
• Revenue generation results from the use of Intelligent Notification which allows live agents to focus on revenue-generating opportunities
• Customer data security with our On-Demand Voice Authentication, which provides secure customer interactions—with no capital expense
• Improved customer retention occurs when Customer Analytics are used to optimize the customer experience

Measurable Results: For a financial services leader, we identified and stimulated resistant, low-value customers to resolve their banking inquiry in automation, increasing call containment to 93%.