Source: Business Wire
Tuesday, February 02, 2010 11:10 AM IST (05:40 AM GMT)
Editors: General: Consumer interest; Business: Advertising, PR & marketing, Business services, Information technology, Telecommunications; Technology
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(BW)(CONVERGYS)(CVG)Convergys' "WOW Customer Experience Challenge" Rewards High-Performing Customer Service Agents in India
Cincinnati, United States and Gurgaon, Haryana, India, Tuesday, February 02, 2010 -- (Business Wire India) --
As a global leader in relationship management, Convergys Corporation (NYSE: CVG) prides itself on providing its more than 50,000 customer service agents worldwide with award-winning training and tools that enable Convergys to deliver a superior customer experience. Convergys also gives credit where credit is due, as its thousands of customer service agents and team leaders in India discovered during the popular "WOW Customer Experience Challenge."
The Convergys "WOW Customer Experience Challenge" was introduced among its India sites to identify and reward agents who generated the highest levels of customer satisfaction and made a significant positive impact on the customer. Customers expressed feedback on their agent interaction through surveys and other customer feedback mechanisms such as e-mails and calls.
In addition to rewarding exceptional customer service, the program also underlined the importance of empowering agents with customer perspectives to enhance the agents' performance.
"It is important to recognize and reward top-performing Convergys agents who distinguish themselves in their delivery of outstanding service," said Sukant Srivastava, Vice President and Country Manager for Convergys' Customer Management business in India. "The WOW Customer Experience Challenge enabled us to do just that, while also serving as a core part of our strategy to continue to raise the bar on the customer experience in our industry."
Convergys named several thousand customer service agents based in seven locations in India as "WOW Winners," with Hariharan V of Convergys' Bangalore contact center walking away with the "King of Customer Experience" title by logging the most "WOW Calls."
Elaborating on his achievement, Hariharan said, "I am motivated to give customers the very best service, listening carefully to understand their issues or concerns, and working to resolve them to the customers' satisfaction in one call. Convergys' continual training and support has helped me be the best agent I can be and to deliver outstanding performance consistently."
A key differentiator for companies struggling with commoditization of their offerings is the experience they provide to their customers. While companies continue to focus on training and empowering their front-line agents to engage customers with excellent service, agents also need to anticipate and be cognizant of customer preferences to deliver a truly superior customer service experience. Developing and training our agents and management team are paramount to Convergys's focus on differentiation through operational excellence.
The "WOW Customer Experience Challenge" is just one of many creative programs Convergys has in place to forge a closer alignment between customers and agents.
Convergys state-of-the-art facilities in Bangalore, Mumbai, New Delhi, and Pune employ over 9,000 men and women, who provide superior customer service experience via telephone, web-chat, and email for a diverse portfolio of global clients and their customers worldwide. These customer interactions include a broad range of services from basic credit card welcome and activation to complex case management and technical support in both the business-to-business and business-to-consumer spaces.
Editor's Notes:
Convergys has available customer testimonials collected during the WOW challenge.
Convergys Corporation is hiring for many different positions in India. Please submit résumés to hrindia@convergys.com.
About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 83 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit http://www.convergys.com
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
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CONTACT DETAILS
CONTACTS :
Convergys Corporation
Business & Financial Media - John Pratt
+1 513 723 3333 or john.pratt@convergys.com
or
Dimple Khanna, Gutenberg Communications, for Convergys
Tel: +91.11.41324969/968/291 Mob: +91.9958813886 or dimple@gutenbergpr.com
KEYWORDS
CONSUMER, MARKETING, BUSINESS SERVICES, IT, TELECOMMUNICATIONS, TECHNOLOGY
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