Convergys (News - Alert) Corporation, a provider of relationship management solutions, has reportedly signed a contract of renewal to provide technical support to a tier one telecommunications company. This contract is signed for a value of approximately $55 million.

 

Convergys’ nearly 1,000 full-time employees located in its’ state-of-the-art offshore facilities will be providing support to millions of Internet subscribers through this contract.

 

“This client looks to Convergys to own the customer experience and provide issue resolution quickly and effectively, which Convergys research shows is a key driver of customer satisfaction,” Jim Boyce, president, Global Business Units, Convergys, said.

 

“In addition, Convergys will collect customer intelligence to feed a customer experience action plan that will enable us to refine our client’s ability to deliver a superior technical customer support experience,” Boyce said.

 

As per the terms of this newly renewed contract, Convergys will serve the client’s Internet subscribers with its technical support agents who are highly skilled in troubleshooting and problem resolution. 

 

The company will also capture the “voice of the customer” through a survey methodology that will gain insights and analytics that drive actions to improve the customer experience. This survey, according to the company, will help the client achieve its strategic objective of consistently increasing levels of customer satisfaction through effective customer care.

 

Convergys officials said that its technical support solutions is capable of enabling companies to focus on their core competencies – their products and services – while Convergys manages the customer experience with highly trained, certified staff and self-service technologies. Alternatively, the company’s comprehensive direct-to-consumer and business-to-business support offerings, as stated, ensures that its technical assistance is provided instantly with only a phone call, email, or mouse click away by the clients’ customers.