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The client was seeking an experienced, world-class customer service provider with the ability to serve as a brand extension of the client while simultaneously transforming the client’s customer care operations to drive customer satisfaction and significantly lower costs. Convergys’ comprehensive portfolio of Customer Management Solutions, partnership approach, and longstanding automotive industry experience convinced the client that only Convergys could meet its ambitious business objectives. In landing this new business in a hotly-contested race, Convergys beat out 10 competitors.

“As any business owner knows, satisfied customers are loyal customers. Our client is absolutely committed to differentiating and winning by providing unparalleled customer service,” said Jim Boyce, president of Convergys, North America. “Convergys is providing the solutions our clients need, and in the process, we’re enabling our clients to focus on their business while we take care of transforming their customer management operations and delivering customer satisfaction.”

As part of Convergys’ dynamic transformational relationship with this client, Convergys will streamline customer service processes and initiate a continuous improvement program. Under a gain share agreement, Convergys and the client will split investments in further transformational opportunities to achieve additional cost reductions. Convergys agents in multiple locations will serve the client’s customers while driving improvements in customer satisfaction.