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April 20, 2009

Convergys renews contract to provide customer care to financial services firm

Live agent program of in-bound and out-bound investigative calls to provide protection services

By CBR Staff Writer

Convergys, a provider of relationship management services, has won a contract renewal to provide customer care for the credit card customers of a financial services company. The three-year contract extends and expands the client’s use of Convergys’s customer management services.

Convergys said that one-third of the contract, which is valued at over $195m, represents new initiatives. Convergys will expand its multi-channel support of customer credit inquiries and issue escalations in addition to providing e-services website support and a range of collections and back office services for the client through its global delivery network.

Convergys is also expected to continue to provide protection services for the client through an expanded live agent program of in-bound and out-bound investigative calls. The client selected Convergys over two competitors for this renewed and expanded business, which nearly doubles the Convergys workforce servicing the client from the Philippines and India, according to Convergys.

Jim Boyce, president of global business units at Convergys, said: This client recognizes the challenges it faces and the superior customer service levels it needs to keep its customers happy. On behalf of this client, Convergys will continue to provide excellent customer support services, both proactive and reactive, that will exceed its customers’ expectations.

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