Call Center Services Featured Article
Convergys Partners with Apptis to Provide Call Center Services to FDIC
December 02, 2008
Convergys Corporation, a global provider of relationship management solutions, has announced a new, 5-year agreement to provide customer management support to the Federal Deposit Insurance Corporation (FDIC).
The contract was established with prime contractor Apptis, an IT services and solutions provider to the federal marketplace and is a result of a significant increase in calls to 877-ASK-FDIC.
This toll-free consumer assistance line is accessed by concerned customers of the banking industry. This concern has been permeating throughout the nation as the financial market experienced significant turmoil, causing a huge increase in call volume at the FDIC Call Center.
As a result, Apptis sought a proven customer service leader able to quickly step in and provide support for the increased number of calls. Convergys (News - Alert) caught the company’s attention as it offers a core competency in contact center operations and expertise in government and financial services.
In addition, Convergys’ demonstrated flexibility in responding to a quickly evolving environment convinced Apptis to award the business to Convergys over two competitors. Within four weeks of the contract award, Convergys customer service agents based in the United States began taking FDIC calls.
“In the current economic environment, callers to (877) ASK-FDIC are worried about their personal financial matters and have many questions they need answered,” said Paul Colangelo, Convergys vice president, Government Solutions. “Convergys’ agents are specially trained to answer callers’ questions with expertise and empathy to provide accurate information.”
To help governments accomplish citizen-centric missions, Convergys focuses on a wide range of technology, consulting and relationship management solutions.
These solutions are designed to leverage best practices in relationship management, including customer and employee solutions to enhance the citizen experience through enterprise effectiveness, workforce management, e-learning, multi-channel automation, back office solutions, collections, and shared services.
Apptis has been providing IT solutions and services to government and industry for more than two decades. The company offers solutions that are designed to be agile, trusted and business-aligned for optimized performance.
The company delivers enterprise-wide capabilities such as Program Management, Enterprise Management, Systems Engineering, Information Assurance, Network and Communications Solutions, and Applications Development and Integration.
This contract helps to demonstrate the strength of offering that Convergys can bring to the table. The FDIC was facing a significant increase in customer care calls and needed to find a way to meet the higher volume. The partnership between Apptis and Convergys provides the FDIC with the staff they need to keep customers confident that their financial situation is secure.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Michelle Robart
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