U.S. Postal Service Renews Contract with Convergys
Thursday May 10, 8:33 am ET
This is good news, because CVG retains an important client.
CINCINNATI--(BUSINESS WIRE)--Convergys Corporation (NYSE:CVG - News), a global leader in providing customer care, human resources, and billing services, announces a contract renewal under which it will continue to deliver service to customers of the United States Postal Service (USPS). The USPS has extended the current 4-year agreement with Convergys for two years.
Convergys will continue to manage the entire postal customer contact experience across all channels through live agents, automated speech services, e-mail, and Web support. The Convergys professional services team will also continue to provide consulting and analytics for a customer intelligence program that constantly measures customer satisfaction. The USPS serves over 7 million customers a day at more than 37,000 outlets, and delivers 202 billion pieces of mail a year.
To obtain immediate "voice of the customer" performance feedback, Convergys uses its Point-of-Service Evaluation customer satisfaction feedback system to support decision-making. This real-time analytic approach offers online information giving managers dynamic, actionable data to ensure customer satisfaction levels are maintained and improved.
"We look forward to continuing the progress the USPS and Convergys have made in transforming the customer service experience and implementing a proactive, dynamic, fully integrated customer care program," said Andrea Ayers, President of Government & New Markets for Convergys.
Utilizing Convergys' consulting capabilities, the USPS is drawing on extensive customer intelligence and multi-industry databases to benchmark its centers against "all centers" and the "best-in-class centers" for added insight into customer expectations and perceptions.
Convergys helps governments accomplish citizen-centric missions through a wide range of technology, consulting, and customer management solutions. We leverage private sector best practices in customer care and information management, enhancing the citizen experience though enterprise effectiveness, workforce management, e-learning, automation tools, back office solutions, collections, and shared services. Convergys is Outthinking and Outdoing (tm) on behalf of its clients every day.
ABOUT CONVERGYS
Convergys Corporation (NYSE:CVG - News) is a global leader in providing customer care, human resources, and billing services. Convergys combines specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services, and software support. Clients in more than 70 countries speaking nearly 35 languages depend on Convergys to manage the increasing complexity and cost of caring for customers and employees. Convergys serves the world's leading companies in many industries including communications, financial services, technology, and consumer products.
Convergys is a member of the S&P 500 and a Fortune Most Admired Company. Headquartered in Cincinnati, Ohio, Convergys has approximately 74,000 employees in 76 customer contact centers, three data centers, and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia. For more information visit www.convergys.com
(Outthinking, Outdoing is a trademark and Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
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Contact:
Convergys Corporation
Business and Financial Media
John Pratt, Convergys Corporate PR
+1 513-723-3333 or john.pratt@convergys.com |
