“This key client has recognised Convergys as a solid, long-term business partner with the resources available to help it meet tough profitability targets from a demanding customer segment,” said Igor Sarenac, vice president, business development, Convergys, Canada. “With our ‘one and done’ first call resolution philosophy, we look forward to consistently delivering the superior customer experience that the client’s customer base expects and that will drive improved customer satisfaction and revenue.”
According to Convergys, the client’s previous customer service provider was underperforming; so the client sought a business partner that could improve its customer satisfaction scores, while simultaneously reducing costs and driving revenue growth. Convergys’ operational expertise, customer satisfaction focus, specialised training tools developed for customer service agents servicing B2B customers, ability to generate revenue through customer service operations and physical proximity to the client’s operations convinced the client that Convergys was the one provider that could meet its challenging business needs. |
