Brokenness Into Beauty

Topics: Customer relationship management, Customer service, Support automation Pages: 4 (1059 words) Published: December 5, 2013
CHAPTER I

COMPANY PROFILE

Convergys is one of the world's leading providers of customer care, human resources and billing outsourcing services. The company's business is divided into several units, Customer Care, Business Support Systems (BSS) and HR Services. Customer Care, the largest of the subdivisions, offers customer service care services for businesses through 77 contact centers as of June 2008. In fact, Convergys is the No. 1 provider of outsourced customer service in the world and the clear market leader in the United States, with 8 percent of the outsourced customer care market (or more than twice as much as its closest competitor). HR Services provides employee care services to some 1.2 million employees in 40 countries in areas such as benefits and payroll operations, staffing and training. With BSS, Convergys manages telecommunications billing and business support system software for large communications companies around the world. As a leader in customer management for over 30 years, Convergys is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Every day their 75,000 employees help their clients balance the demands of increasing revenue, improving customer satisfaction, and reducing overall cost using an optimal mix of agents, technology, and analytics. Their actionable insight stems from handling billions of customer interactions annually for our clients. Among Fortune 500 companies, over half of the top 50 are clients that trust their most important relationships to Convergys. Convergys has approximately 89,000 employees in 68 customer contact centers and other facilities in India, Philippines, Vietnam, Indonesia, United States, Canada, Costa Rica, South America, Europe, the Middle East, Africa, and Asia. In the western United States, Convergys uses a business model that offers entry-level customer-service...
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