Convergys thought leadership speaker series: as the cost to serve customers escalates, in-house customer care operations struggle to compete for internal resources and budget and to keep the business competitive. Now what?
Cincinnati & Manila, Philippines (BUSINESS WIRE) - At a public affairs seminar on the outsourcing industry in the Philippines, hosted in Manila by the Financial Executives Institute of the Philippines, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shared its insights on how companies can benefit from customer care outsourcing and avoid the pitfalls of choosing a poor outsourcing partner.
Speaking on "The Pros and Cons of Outsourcing," Marife Zamora, Vice President and Country Manager of the Philippines for Convergys, discussed the many benefits of customer care outsourcing including greater freedom to concentrate on core competencies, greater access to advanced technology without capital investment, greater accountability, and greater capacity, flexibility, and scalability to meet unpredictable periods of high and low demand and to address different customer contact preferences.
According to Ms. Zamora, companies with in-house customer care operations are finding it increasingly difficult to economically and efficiently address the new reality of customer relationship management in the twenty-first century.
Many are finding that the complexity of serving customers today surpasses their capacity to do so, that their research and development costs for new technologies to support their agents and their customers is unsustainable, and that the challenges of hiring, training, and keeping talent are a constant demand on their internal resources, especially as requirements rise for multiple language and high-technology skills for today's agents. More importantly, these challenges are threatening the ability of the internal operations to support differentiation through the customer experience and help keep the business competitive.
The presentation provides case studies to illustrate how three companies used outsourcing and technology enablement to improve care, reduce costs, and drive greater value from their customer relationships.
Questions addressed by the Convergys presentation include:
How do I truly compare costs to determine whether outsourcing reduces my total cost of care?
How do I address my concern over loss of control and the potential for quality problems?
How do I make sure our brand and revenue growth is not negatively affected when outsourcing customer care?
To view a copy of the presentation, please visit:
http://convergys.com/company/news-events/events.php
To learn more about the Convergys speaker program and the availability of Convergys speakers and their topics, contact the speaker program director, Jeff Hazel at +1 513 723 7153 or jeff.hazel@convergys.com.
To receive Convergys news releases by email, click on http://www.convergys.com/news_email.html.
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 25 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 is a member of the S&P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. We have approximately 75,000 employees in 85 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 www.convergys.com.
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
Convergys Corporation Business and Financial Media
John Pratt +1 513 723 3333
or john.pratt@convergys.com
or Trade Media
Jeff Hazel +1 513 723 7153
or jeff.hazel@convergys.com
Cincinnati & Manila, Philippines (BUSINESS WIRE) - At a public affairs seminar on the outsourcing industry in the Philippines, hosted in Manila by the Financial Executives Institute of the Philippines, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shared its insights on how companies can benefit from customer care outsourcing and avoid the pitfalls of choosing a poor outsourcing partner.
Speaking on "The Pros and Cons of Outsourcing," Marife Zamora, Vice President and Country Manager of the Philippines for Convergys, discussed the many benefits of customer care outsourcing including greater freedom to concentrate on core competencies, greater access to advanced technology without capital investment, greater accountability, and greater capacity, flexibility, and scalability to meet unpredictable periods of high and low demand and to address different customer contact preferences.
According to Ms. Zamora, companies with in-house customer care operations are finding it increasingly difficult to economically and efficiently address the new reality of customer relationship management in the twenty-first century.
Many are finding that the complexity of serving customers today surpasses their capacity to do so, that their research and development costs for new technologies to support their agents and their customers is unsustainable, and that the challenges of hiring, training, and keeping talent are a constant demand on their internal resources, especially as requirements rise for multiple language and high-technology skills for today's agents. More importantly, these challenges are threatening the ability of the internal operations to support differentiation through the customer experience and help keep the business competitive.
The presentation provides case studies to illustrate how three companies used outsourcing and technology enablement to improve care, reduce costs, and drive greater value from their customer relationships.
Questions addressed by the Convergys presentation include:
How do I truly compare costs to determine whether outsourcing reduces my total cost of care?
How do I address my concern over loss of control and the potential for quality problems?
How do I make sure our brand and revenue growth is not negatively affected when outsourcing customer care?
To view a copy of the presentation, please visit:
http://convergys.com/company/news-events/events.php
To learn more about the Convergys speaker program and the availability of Convergys speakers and their topics, contact the speaker program director, Jeff Hazel at +1 513 723 7153 or jeff.hazel@convergys.com.
To receive Convergys news releases by email, click on http://www.convergys.com/news_email.html.
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 25 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 is a member of the S&P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. We have approximately 75,000 employees in 85 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 www.convergys.com.
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
Convergys Corporation Business and Financial Media
John Pratt +1 513 723 3333
or john.pratt@convergys.com
or Trade Media
Jeff Hazel +1 513 723 7153
or jeff.hazel@convergys.com
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