Turn your customer relationships into a strategic differentiator, source of profit and competitive advantage.
Moving Beyond Satisfaction Measurement
We apply in-depth statistical modeling and hands-on deployment to proactively manage customer relationships. By continually refining processes within a structured feedback loop, we help you generate ongoing performance improvements that lead to increased customer loyalty.
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Marketing research and predictive analytical modeling solutions offered by Convergys
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Our Portfolio of Solutions Includes
Convergys’ satisfaction optimization approach enables call centers to centralize customer satisfaction efforts to yield a stronger focus on interpreting results and deploying improvements across the organization. Our in-depth data analysis reveals root causes of dissatisfaction allowing for improved solution designs, effective operational audits, and movement away from “crisis mode.”
Benefits of this model include:
- Improving customer satisfaction
- Increasing first contact resolution
- Improving agent performance
- Optimizing service levels
Our segmentation divides customers into like groups and we use profiling analysis to identify the characteristics of specific customer targets. These analyses enable companies to uncover how a customer differs from the general population, or how distinct groups differ from each other, as well as:
- Strategic positioning of products relative to competition
- Optimal price for products to maximize sales, market share, profitability
- Establish customer profiles based on attitudinal, lifestyle, demographic, and product usage
