Convergys Corp. has won a contract renewal and expansion to provide tier one technical support for a Fortune Top 10 telecommunications company’s video offering. More than 1,400 full-time employees, including onshore, offshore, and agents working from home, will service the two-year, $71 million contract.
Convergys’ technical support agents will continue to provide Tier 1 troubleshooting and resolution services over the phone to the client’s video service subscribers.
“Convergys knows this client, its business, and the products it sells, thanks to a mutually beneficial relationship that spans many years,” said Jim Boyce, Convergys president, Global Business Units. “Our shared history enables Convergys to provide a perspective to the client as it relates to servicing that no one else can. We will actively bring forward ideas to help our client improve customer care and customer satisfaction, which Convergys research shows is a key indicator of continued customer loyalty.”
Convergys Technical Support Solutions enable companies to focus on their core competencies – their products and services – while Convergys manages the customer experience. Convergys says its comprehensive direct-to-consumer and business-to-business support offerings ensure technical assistance is only a phone call, e-mail, or mouse click away for its clients’ customers.
