Financial services products are increasingly commoditized and banks face declining loyalty. Convergys applies a holistic and innovative approach to optimize customer acquisitions.

• Reduce expenditures with intelligent automation that cost effectively delivers personalized help and relevant offers through multichannel technology and flexibly staffed, brick and mortar or home agents
• Drive higher conversions with proven selling techniques and intelligent routing that directs callers to most appropriate agent
• Increase sales and acquisition by speaking to customers in the language they prefer, leveraging our English and Spanish support

Measurable Results: For a global bank, we increased inbound card acquisitions by 8.5%.

Direct marketing promotions can represent a significant element, and expense, in bank and financial services marketing budgets. Convergys optimizes sales with more than 30 years of inbound marketing call center expertise.

• Reduce the cost of inbound sales with intelligent automated solutions that redirect misdialed calls, notify potential customers of credit approvals, and lower call handle time
• Improve revenue, process mail applications and respond to sales inquiries more efficiently with our back office solutions and highly trained global agents
• Reduce acquisition costs with proactive, outbound automation
• Improve profit margins with our risk-reward pricing model that ties payment to performance

Measurable Results: For a leading financial provider, we delivered substantial savings while meeting sales goals with offshore expansion.

Convergys Business-to-Business account management solutions optimize sales and provide cost-efficient, value-driven service for even your smallest commercial banking accounts. Our B2B solutions expand the reach of your sales force and the effectiveness of your channel partners. Our services include:

• Account business plan and customer presentation development
• Proposal development and bid responses
• Contract negotiation and management
• Marketing and product sales program development and management
• Quality customer service

Measurable Results: For a global credit card company, Convergys grew B2B sales dollars by 93% since 2006 launch.

Banks have a great deal of customer data, but many fail to fully use it to drive customer acquisitions. Our Customer Segmentation & Profiling Solutions turn customer relationships into a strategic differentiator, source of profit and competitive advantage.

• Increase sales when you make the right offer at the right time by leveraging valuable customer profiles based on attitudinal, lifestyle, demographic, and product usage
• Optimize market share and sales using customer data to optimize product and offer pricing

Measurable Results: For another client, we identified and targeted specific customer segments with personalized offers, generating conversion rates of up to 40%.

Building your customer base is critical for the ongoing viability of your bank. Working across all channels, Convergys delivers intelligent automation and proactive technology solutions that maximize conversions and manage your cost per acquisition.

• Increase sales with technology that targets promotional offers across in- and outbound calls
• Increase conversions by delivering consistent, updated customer, company, and product information in all channels
• Improve acquisition rates by directing calls to the most qualified agents

Measurable Results: Wachovia received the 2007 SpeechTEK Implementation Award for the deployment of the world’s largest VoiceXML-based self-service platform, in partnership with Convergys.

Convergys enables you to quickly and cost-effectively process non-interactive customer transactions. Our outsourced solutions optimize back office operations and free up live agents to focus on revenue producing interactions.

• General customer correspondence
• Fraud
• Dispute Research
• Complex form management, such as loan or claims processing

Measurable Results: For one financial institution, Convergys manages complex back office work and maintains a quality threshold of 94%. We are on track to reduce overall costs by 25%.

The value of a skilled sales force cannot be overstated. Convergys training solutions focus on optimizing your contact center sales force to improve performance, build strong relationships with customers and drive desirable results.

• Improve conversions with performance-based training that includes the fundamentals of selling and conversion techniques
• Increase agent productivity with knowledge transfer on the financial services sector and your products and services
• Improve customer relationships with unique training including American culture and language for offshore programs

Measurable Results: For a global financial leader, Convergys leveraged its agent training expertise to match or exceed all application and service goals with a new offshore sales program.