Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today that one of Fortune’s Top 10 food and drug companies with thousands of locations has signed a contract for Convergys’ industry-leading customer management solutions. The company will use Convergys’ expertise to drive its corporate wide objectives of redefining the customer experience and enhancing customer satisfaction when customers visit the store or call its customer service line.

As part of its customer-focused strategy, this client wants its in-store associates available to consult with customers. The client asked Convergys to screen and centralize incoming calls, routing them to Convergys’ highly trained and specially qualified contact center agents first. Convergys agents will immediately address each caller’s requests and general questions, and, if required, speed calls to the in-store specialists. This leaves the specialists free to engage and consult with customers.

This client recognized Convergys as the expert in the field of relationship management in the retail and healthcare industries and began consulting with Convergys originally on best practices in customer service solutions. Convergys’ expertise convinced the client to award Convergys this contract to run its centralized call center, where Convergys will bring the client advanced customer management tools. This includes actionable customer intelligence that will help shape retention programs aimed at increasing customer satisfaction, loyalty, and revenue.

“Convergys research strongly shows that customer satisfaction is a key driver of customer loyalty, which, in turn, has a positive and significant impact on revenue growth,” said Jim Boyce, President, Global Business Units for Convergys. “Convergys will leverage its experience in the retail and healthcare industries, providing qualified agents who understand the client’s customer service strategy, to support improvements in customer satisfaction that will help our client stand out from its competitors and continue growing.”

Convergys Customer Service Solutions include comprehensive outsourced business and consumer customer support functions, as well as consulting and technology services for in-house contact center operations. Everyday, Convergys handles millions of customer service interactions such as account service, billing inquiries, technical support, and service dispatch, enhancing the customer’s experience and driving more value from the relationships our clients have with their customers.

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 70,000 employees in 82 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

(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)

Supporting Resources:

Executive Briefing: ‘Healthcare: Preparing for the Age of Customer Experience’

Webinar: ‘Designing a Customer Experience Strategy to Bridge the Customer/Health Plan Divide’

Thought Leadership: ‘Delighting your Customers with Service’

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