Starbucks has extended its contract for facilities support operations with Convergys for another two years, in a bid to help it cope with recent growth.
Despite the solid internal customer service support it has in place, Starbucks says its recent growth has outstripped its internal contact center’s ability to provide cost-effective and efficient facilities support to its stores in North America.
Convergys and Starbucks have developed a facilities support tool to track every piece of equipment in each company-owned facility, follow repair orders, and support invoicing from approximately 1,300 service providers.
The companies have also developed specialized training to help Convergys agents provide contact center services for facilities support.