CRM mag recognizes Convergys' outsourcing

CINCINNATI — Convergys Corp., one of the largest agent-assisted customer service companies in the world, has announced that Customer Relationship Management (CRM) magazine has recognized it as the winner of its 2012 Service Award in the outsourcing category.

Announced in CRM’s March issue, Convergys was chosen based on high marks in customer satisfaction, company direction and depth of services, and favorable analyst comments praising the company’s rich research division and investment in multi-channel care, particularly social media.

“It is very rewarding to receive this recognition from industry analysts who truly understand best-in-class outsourcing practices,” said Nancy Pryor, senior vice president for marketing of Convergys Customer Management.

“Our high marks would not have been possible without the dedication and exemplary performance of our agents and staff who help our clients meet their business goals by providing a consistently satisfying service experience to their customers, regardless of contact channel,” Pryor added.

CRM magazine is a leading publication of the customer relationship management industry. Each year, it names one winner and three leaders in each of eight categories using a proprietary selection formula.

The overall award rating is based on a composite score of company revenues and analyst ratings for deployment costs, customer satisfaction, depth of functionality and company direction.

This is the ninth year CRM magazine has published this review of industry innovation and customer service success. CRM has previously recognized Convergys in the outsourcing category in 2006, 2007, 2008, 2010, and 2011.