U.S.P.S. Renews Customer Service Contract with Convergys

Convergys Corporation announces a contract renewal under which it will continue to deliver service to customers of the United States Postal Service (USPS). The USPS has extended the current 4-year agreement with Convergys for two years.

Convergys will continue to manage the entire postal customer contact experience across all channels through live agents, automated speech services, e-mail, and Web support. The Convergys professional services team will also continue to provide consulting and analytics for a customer intelligence program that constantly measures customer satisfaction. The USPS serves over 7 million customers a day at more than 37,000 outlets, and delivers 202 billion pieces of mail a year.

To obtain immediate "voice of the customer" performance feedback, Convergys uses its Point-of-Service Evaluation customer satisfaction feedback system to support decision-making. This real-time analytic approach offers online information giving managers dynamic, actionable data to ensure customer satisfaction levels are maintained and improved.

"We look forward to continuing the progress the USPS and Convergys have made in transforming the customer service experience and implementing a proactive, dynamic, fully integrated customer care program," said Andrea Ayers, President of Government & New Markets for Convergys.

Utilizing Convergys’ consulting capabilities, the USPS is drawing on extensive customer intelligence and multi-industry databases to benchmark its centers against "all centers" and the "best-in-class centers" for added insight into customer expectations and perceptions.

Convergys helps governments accomplish citizen-centric missions through a wide range of technology, consulting, and customer management solutions. We leverage private sector best practices in customer care and information management, enhancing the citizen experience though enterprise effectiveness, workforce management, e-learning, automation tools, back office solutions, collections, and shared services. Convergys is Outthinking and Outdoing ™ on behalf of its clients every day.