Time Warner Cable has expanded and extended its existing e-Care contract with Convergys, a provider of relationship management services.
Time Warner Cable has leveraged various Convergys products and services to improve its operating performance over the past decade, including convergent billing systems. The company will continue to use Convergys’ customer services.
Partnering with Convergys, Time Warner Cable offers e-Care alternative customer contact channels that include both email and online chat in both English and Spanish. Through these channels, customers can receive account information and support, digital phone technical support, and answers to queries about billing, browsing, connectivity, and e-mail issues.
Sam Howe, executive vice president and chief marketing officer of Time Warner Cable, said: Time Warner Cable strives to provide its customers with the type of service and care opportunities expected from a digital company like ours and our relationship with Convergys supports our commitment to providing that level of customer care. Convergys’ customer management solutions provide us with tools to support our video, high-speed data, and voice customers.
Jim Boyce, President of Global Business Units at Convergys, said: Convergys will continue to support Time Warner Cable’s goal of providing unsurpassed customer care by leveraging the breadth of our unique customer management solution portfolio.”