U.S. Postal Service Renews Contract with Convergys

The U.S. Postal Service (USPS) renewed a contract under which Convergys will continue to deliver service to USPS customers. The USPS has extended the current four-year agreement with Convergys for two years.

Convergys will continue to manage the entire postal customer contact experience across all channels through live agents, automated speech services, e-mail, and Web support. The Convergys professional services team will also continue to provide consulting and analytics for a customer intelligence program that measures customer satisfaction. The USPS serves more than 7 million customers a day at more than 37,000 outlets, and delivers 202 billion pieces of mail a year.

To obtain performance feedback, Convergys uses its Point-of-Service Evaluation customer satisfaction feedback system to support decision-making. This analytic approach offers online information giving managers data to ensure customer satisfaction levels are maintained and improved.

With Convergys' consulting capabilities, the USPS is drawing on customer intelligence and multi-industry databases to benchmark its centers against all centers and the best-in-class centers for added insight into customer expectations and perceptions.