Contact Optimization

Want to improve your ability to manage the customer experience?

Companies continue to struggle with how to respond to and resolve customers’ needs across the numerous communication channels of customer contact. Leveraging our expertise in contact optimization, you can begin to solve this critical business issue.

What We Can Do For Your Contact Optimization Initiatives

At Convergys, we help you enhance customer care by optimizing your customer contacts, while helping you increase cost efficiency.

We collect, analyze and transform customer intelligence into answers and action plans that will improve your ability to manage the customer experience. This process helps you more successfully meet customer needs in an accurate and expeditious manner via the communication channel of each customer’s choice. We ensure your agents have the skills and knowledge to succeed.

Offerings to Help You Optimize Contacts

Customer Care Diagnostic

Is your customer care organization due for a thorough review? As the number one global provider of outsourced customer services, we help you measure the strength of your customer care against industry standards.

Our Customer Care Diagnostic takes a broad look across your organization's customer care environment using our proprietary methodologies and industry knowledge. We:

Benchmark your customer care capabilities
Identify capability gaps
Recommend viable strategies and approaches

Prioritizing Customer Care Initiatives to Effectively Manage the Customer Experience

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Retailer Receives Benchmarks and Recommendations for In-House Contact Center

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Agent Performance Diagnostic

Do your agents have the skills to succeed? Success in the call center depends on successful agent interactions. Your agents must address complex customer needs and questions, exhibit strong knowledge of product and service offerings, deploy strong selling and service skills, and use different technology tools to accomplish their job. We offer a unique Agent Performance Diagnostic that assesses your current agent training programs and identifies opportunities for improvement.

Improve Agent Performance Through Training

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Multichannel Merchant: "Transforming Agent Training Through Performance-based Learning"

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Behavioral and Strategic Consulting

Want to capitalize on the reasoning behind customer behavior? Although most companies conduct business with their customers in mind, few know if their customer interactions result in a positive or negative customer experience.

We help clients understand customer behavior, its impact on customer relationships, and how to use that understanding to achieve improvement. Understanding your customer behavior provides:

Improved customer satisfaction
Reduced customer defection
Increased effectiveness of sales efforts
Improvements across the entire customer experience

Insurance Company uses Behavioral Intelligence to Improve the Customer Relationships and IVR Containment

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Multichannel Automation Solutions

How do you improve the customer experience by using speech automation? We help clients uncover the true behavior of customers within self-service channels, balancing this with business objectives to help define and implement changes to their automation strategy.

Beyond our consulting capabilities, we support speech application design, development, deployment and on-going management and tuning.

We help clients by:

Improving efficiency and quality of service
Reducing technology risk
Enhancing the customer experience

Help Desk Delivers for Postal Service

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Wachovia Deploys World's Largest Speech Self-service Platform

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Contact Center Consulting

Are your contact center operations aligned with your key business objectives? Clients seek to align their operations with their strategic vision and core competencies, while reducing costs and improving customer experience.

As the leading global provider of outsourced contact center services, we have the real-world experience to help you:

Maximize your contact center investments
Make better decisions regarding consolidation, sourcing or shoring alternatives
Select, deploy and optimize technology
Resolve difficult process, people and quality challenges

Global Healthcare Company Improves Contact Center Operational Metrics Reporting

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Customer Intelligence Services

What drives your customers? We can help answer this and assist you in increasing loyalty and revenue.

We help you leverage each stage of your customer lifecycle. From customer satisfaction research to complex churn modeling, we maximize each customer encounter by providing: