Client Solutions

Cost Management

In good economic times or bad, making the most of your budget is always an imperative. Yet, how can you balance investments in improving the customer experience with operational cost savings?

The Challenge

Get the Balance Right

Despite the strategic value of delivering effortless customer experiences, contact center executives are continually under pressure to cut costs. But cutting costs can impact other business metrics such as customer satisfaction, revenue, and customer lifetime value. It’s a tricky balance, weighing the economic returns of customer satisfaction against the costs of delivering high quality service.

Challenge Image

Optimize Every Process

Achieving both your customer experience and financial goals just got a lot easier. With Convergys, cost effectiveness, optimization, and continuous improvement are embedded in everything we do. It starts with our Convergys Global Operating Model. This proprietary framework of principles, practices, and tools enables us to deliver optimal performance of our customer service programs—regardless of geography, language, or service we provide.

We also take advantage of deep analytical insight to identify areas of inefficiencies, employing best practices for improving processes and operations, and deploying innovative technology to automate simple transactions. For instance, we can help you optimize adoption of digital self-service channels to drive greater customer satisfaction while reducing your operational costs.

For companies in global markets, Convergys can help you reduce and manage costs with optimization models for global language support. We can also create operational savings by using lower-cost production locations.


Related Resources

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