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Convergys Provides Call Center Support to the FDIC

Convergys this week inked a new, five-year agreement to provide customer management support to the Federal Deposit Insurance Corp.
Posted Dec 2, 2008
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Convergys this week announced a new, five-year agreement to provide customer management support to the Federal Deposit Insurance Corp.

The contract, with prime contractor Apptis, an IT services and solutions provider to the federal marketplace, stems from a significant increase in calls to (877) ASK-FDIC, the FDIC's toll-free consumer assistance line, by concerned customers of the banking industry. The financial market turmoil, which has driven a huge increase in call volume at the FDIC Call Center, caused Apptis to seek an outside party to quickly step in and provide support for the increased number of calls.

Convergys' core competency in contact center operations, expertise in government and financial services, and demonstrated flexibility in responding to a quickly evolving environment convinced Apptis to award the business to Convergys over two competitors. Convergys' customer service agents began taking FDIC calls within four weeks of the contract award.

"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 of government solutions. “Convergys’ agents are specially trained to answer callers’ questions with expertise and empathy to provide accurate information.”

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