Convergys maximizes sales conversions throughout the financial services customer lifecycle using a holistic multichannel approach. We combine strategic live agent programs with rules-engine technology solutions that improve the targeting of in- and outbound promotional offers.

• Improve call center performance by providing agents and automation with the latest financial services, customer and company information and offers
• Increase cross-sells by directing calls to the most qualified agents

Measureable Results: Convergys redesigned one contact center’s operations, training and recruitment, driving sales from 1200 a month to 1200 a week for a respected, global financial company.

Our post-contact survey solution, POSE (Point of Service Evaluation), cost-effectively measures and improves customer satisfaction. Survey statistics are leveraged with operational, behavioral and financial data to drive long term customer satisfaction and loyalty:

• Proactive Churn Intervention through automated e-mails that proactively notify agents of dissatisfied, valued customers
• Increase Automated Sales with our online portal, which delivers customer feedback in real-time so the right people are informed, immediately
• Reduced Expenses leveraging our Philippines research center which saves clients 30-40% in data collection

Measurable Results: For a specialized financial services provider, Convergys used POSE to increase ‘most satisfied’ customers from 81% to 88%.

Many banks fail to fully utilize customer data to identify, reach and impress valued customers. We uncover distinct customer segments, and tailor your value proposition to each group's preferences and expectations.

• Improve cross-sale conversions among high value customers through profiles containing attitudinal, lifestyle, demographic, and product usage data
• Increase sales among existing customers are achieved through the strategic positioning of products relative to segmentation
• Improve profit margins per customer from optimal pricing and offers that maximize sales, market share, profitability

Measurable Results: For a financial services leader, we resolved the banking inquiries of low-value customers in automation, increasing call containment to 93%.

Our blended Self-Service to Live-Agent Solutions bring together Intelligent Self-Service, Intelligent Notification, and Intelligent Call Routing, along Professional Services, to enhance the customer experience and balance live agent assistance with automation.

• Increase upsell conversion rates with high-value customers by proactively presenting the best offer based on an understanding their preferences and needs
• Improve long term growth by making a consistently good impression throughout the customer lifecycle with knowledgeable and effective agents who are properly staffed and balanced with appropriate technologies

Measurable Results: For a global bank, we increased inbound card acquisitions by 8.5%.

Convergys meets the rising and diverse service expectations of financial services customers with consistent, integrated, quality multichannel support. Our holistic approach drives customer loyalty and:

• Reduces costs by leveraging automated solutions, chat, email, SMS (text), and skill- based agent call routing
• Increases customer loyalty while maximizing sales opportunities by providing product information via integrated online, live agent contact centers, intelligent IVR, mobile, chat and branch (via call routing)
• Drives customer satisfaction with flexible service delivery that serves your customers where, when and how they want to be served

Measurable Results: For a global financial services provider, Convergys used IVR technology to reduce location calls reaching agents – allowing them to focus on more complex customer service calls. The locator feature now handles over 800,000 calls annually.