Convergys has inked a five-year agreement to provide customer management support to the Federal Deposit Insurance Corporation (FDIC).
The contract, to be undertaken with prime contractor Apptis, 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 crisis, which has driven a huge increase in call volume at the FDIC Call Center, caused Apptis to seek a partner that can support the higher volume of calls. Convergys customer service agents in the United States have begun taking FDIC calls within four weeks of the contract award.