US federal firm awards contract to Convergys

Convergys Corp., a global leader in relationship management and a preferred solutions provider to the US government, announced that the Pension Benefit Guaranty Corp. (PBGC), a federal corporation created by the Employee Retirement Income Security Act, has awarded Convergys a contract for its customer management solutions.

Convergys will provide customer service in English and Spanish for participants whose benefits are held by PBGC.

This award will require Convergys to manage the contact center operations, catalog its operating procedures, and provide ongoing consulting on customer management solutions.

The new five-year contract is Convergys’ first since it was selected as a preferred contact center solutions provider by the US General Services Administration earlier this year.

This designation gives federal agencies access to Convergys’ entire Customer Management suite of solutions through the GSA’s $2.5 billion per year contract vehicle.

PBGC was seeking a provider to operate its Customer Contact Center with the ability to manage a flexible staffing model able to cope with peak volumes. Convergys’ operational expertise, relationship management solutions, and its partnership approach convinced PBGC that Convergys is a provider that can meet its needs.

“Government agencies like PBGC are charged with providing quality customer service and value to their constituencies while controlling spending,” said Paul Colangelo, Convergys vice president for government solutions.

“Convergys is proud to partner with the Pension Benefit Guaranty Corp., a leader among federal government agencies, to provide high quality, cost efficient customer service to our citizens,” he added.

Convergys helps governments accomplish citizen-centric missions through a wide range of technology, consulting, and customer management solutions. These solutions leverage private sector best practices in relationship management, including customer and employee solutions, enhancing the citizen experience through enterprise effectiveness, workforce management, e-learning, multichannel automation, back-office solutions, collections, and shared services.