Convergys Corporation has announced its first customer care agreement with an Australian-based company. The four-year outsourced services contract is with Optus, a Australian integrated communications provider.
Convergys is to supplement Optus domestic contact center operations by operating a new facility in India, managing product transactions and select customer inquiries for Optus mobile, consumer, and multimedia customers.
‘Outsourcing certain services will ensure Optus remains competitive in its offer to customers and at the same time accommodate the expected growth within our contact center operations in Australia,’ said Paul OSullivan, Optus Chief Executive. ‘Optus is committed to excellence in customer service and our decision to work with Convergys will enable us to continue to meet the changing demands of our customers.’
‘We are delighted to help Optus drive competitive advantage in the Australian telecommunications market. Our highly scalable, ‘best-in-class’ customer operating model is well suited for the anticipated growth generated by Optus top quality services and competitive market offerings,’ said Jack Freker, President of Convergys Customer Management Group. ‘Equally exciting is that this is our first contract for outsourced customer care services in Australia, further illustrating the global nature of our customer care business and the recognized value of our experience in customer contact management around the world.’
Em Foco – Projecto