Conduent Customer Care: An Expert, Practical Guide

What “Conduent Customer Care” Covers

Conduent provides outsourced customer care and experience management for enterprises and public-sector programs. The scope spans inbound and outbound voice, chat, email, messaging, social engagement, intelligent IVR, and back-office case handling across industries such as healthcare, government benefits, travel, financial services, auto, retail, and utilities. Typical program types include customer service, claims/member support, technical troubleshooting, order management, benefits enrollment, and payment card servicing.

The company emerged in 2017 as a spin-off from Xerox, and it operates as a publicly traded entity on Nasdaq under ticker CNDT. Conduent.com is the central hub for product information, RFP submission, solution briefs, and compliance statements. The customer care unit is typically delivered through a mix of onshore, nearshore, and offshore centers with 24x7x365 coverage and multilingual capability (commonly including English, Spanish, French, German, and Portuguese among others) to accommodate global service windows and seasonal peaks.

How to Reach the Right Conduent Team

For enterprise services (sales, RFPs, or existing B2B clients), the fastest route is the official contact page at https://www.conduent.com/contact-us/. Use the form to route inquiries by solution area (Customer Experience Management), geography, and industry; this is the channel Conduent uses to qualify opportunities, set NDAs, and align solution architects.

For consumer-facing programs that Conduent operates on behalf of a government or an enterprise (for example, benefits cards, tolling or transit, or loyalty programs), contact support through the program-specific portal or the phone number printed on your card, letter, or statement. Many public-assistance and payment-card lines require identity verification and cannot be accessed through the corporate switchboard. When in doubt, start at conduent.com, search for your program name, and follow the “Support” or “Cardholder” links published for that program.

• Corporate website and general inquiries: https://www.conduent.com/
• Sales and RFPs (enterprise): https://www.conduent.com/contact-us/ (select “Customer Experience”)
• Investor relations and corporate governance: https://investor.conduent.com/
• Headquarters (mailing): Conduent Incorporated, 100 Campus Drive, Florham Park, NJ 07932, USA
• Consumer programs (e.g., benefits or stored-value cards): use the official program portal or the phone number printed on your card or letter; do not rely on third-party directories

Operating Model, SLAs, and KPIs

Conduent’s customer care programs are governed by service-level agreements (SLAs) and performance KPIs codified in the statement of work. While exact targets vary by industry and channel, programs are commonly managed to handle time-bound metrics (speed of answer, response time), quality outcomes (FCR, QA scores), and customer sentiment (CSAT, NPS). For regulated programs (healthcare, government benefits, financial services), SLAs incorporate compliance adherence and audited controls for protected data.

Below are typical benchmark ranges you can use to frame requirements during scoping. Align your targets to contact reason complexity, channel mix, risk tolerance, and seasonality (for example, benefits “open enrollment” or holiday retail spikes can drive 2–4x volume surges that require flex staffing and adjusted targets):

• Voice service level: 80/20 (80% of calls answered within 20 seconds) or 70/30 for complex tech support
• Average speed of answer (ASA): 20–45 seconds (retail/financial), 45–90 seconds (healthcare/public)
• Average handle time (AHT): 4–6 minutes (retail/telco), 8–12 minutes (healthcare/benefits)
• First contact resolution (FCR): 70–85%; higher ranges require better knowledge management and authority to resolve
• Customer satisfaction (CSAT): 85–92%; Net Promoter Score (NPS): +30 to +60 by segment
• Email case response: first reply in 2–4 business hours; resolution within 24–48 hours for non-complex cases
• Digital messaging (chat/SMS/social): 30–60 seconds to first response; concurrency 2–4 sessions per agent with guardrails

Implementation Timeline and Costs

Enterprises should plan for a structured rollout: discovery and requirements (2–4 weeks), solution design and security review (2–6 weeks), technology integration and knowledge-base build (4–8 weeks), pilot (6–8 weeks), and scale-up (30–90 days) depending on headcount and languages. For migrations from incumbent providers, factor in parallel run for quality parity and a phased cutover by queue or line of business to de-risk the transition.

Pricing varies by location, language, skill set, and volume commitments. As a planning baseline, per-minute models typically range from about $0.65–$1.10 (offshore), $0.90–$1.40 (nearshore), and $1.20–$1.80 (onshore). Per-FTE monthly models commonly fall around $3,800–$5,800 (offshore), $5,500–$8,500 (nearshore), and $7,500–$10,500 (onshore), exclusive of pass-through tools or unusual compliance needs. Expect one-time setup and knowledge engineering fees from $15,000–$150,000 depending on the complexity of integrations, and a program management fee typically in the 5–12% range if billed separately. Insist on transparent volume tiers and a clear ramp-down clause for seasonality.

Technology Stack and Integration

Customer care programs are delivered on enterprise CCaaS platforms with omnichannel routing, workforce management (WFM), and quality management (QM), integrated to your CRM (e.g., Salesforce, Dynamics) and ticketing (e.g., ServiceNow) via APIs and SSO. Data exchanges for orders, eligibility, claims, or billing typically use REST/JSON or secure SFTP with daily or hourly cadence; near-real-time event streaming can be added for high-urgency workflows. For digital channels, web chat and messaging SDKs are embedded in your site/app with concurrency controls and bot-to-agent handoff.

Allow 2–6 weeks per system for integration, depending on API maturity and security approvals. Knowledge bases should be centralized with role-based permissions and version control; expect an initial corpus of 150–500 articles for a mid-sized program, with weekly updates during the first 60–90 days. If you require speech analytics and QA automation, budget for an additional 2–4 weeks to tune categories, redaction policies, and scorecards, and confirm storage retention (for example, 180–400 days) aligns with your legal posture.

Security, Compliance, and Data Residency

Given Conduent’s presence in regulated verticals, enterprise programs typically require attestations and audits such as SOC 2 Type II, ISO 27001, PCI-DSS (for cardholder data), and HIPAA/HITECH (for PHI) as applicable. Verify scope of certification for each environment actually hosting your data and insist on receiving current reports under NDA. For EU or UK data subjects, ensure GDPR-compliant processing, Standard Contractual Clauses (SCCs), and data residency boundaries are explicitly documented in the contract and technical architecture.

Operationally, require encrypted data in transit (TLS 1.2+) and at rest (AES-256), privileged access management, quarterly access reviews, and configurable retention. For call recordings containing PAN/PHI/PII, use automated redaction and consent management. Disaster recovery and business continuity should include RPO/RTO targets (for example, RPO ≤ 15 minutes, RTO ≤ 4 hours for Tier 1 queues) and site failover tests at least annually. Include a right-to-audit clause and defined incident notification SLAs (for example, security incidents within 24 hours of confirmation).

Performance Improvement Playbook

Expect a cadence of weekly operations reviews and monthly/quarterly business reviews with an agreed scorecard. Mature programs use closed-loop quality: calibrations with supervisors, root-cause analysis of top drivers (top 10 dispositions), and continuous updates to knowledge articles. A good heuristic is to remove at least 10–15% of avoidable contacts within the first 6 months by fixing broken processes and improving self-service content.

Leverage AI judiciously: virtual agents can deflect 15–35% of simple intents (balance checks, status lookups) when connected to back-end data, but only when escalation is seamless and intent recognition exceeds 90% accuracy on production traffic. Use A/B testing on prompts and flows, monitor containment vs. customer effort, and ensure QA covers both human and bot interactions. Tie incentives to outcomes such as FCR and effort reduction, not just raw handle time, to avoid quality trade-offs.

Procurement Tips and Contract Essentials

During RFP, request a solution architecture diagram, staffing model, coverage hours by channel, and a 90-day launch plan with named owners. Ask for three client references in your vertical, sample QA scorecards, and a redacted SOC 2 report index. Include penalties and earn-backs tied to a weighted KPI model (for example, service level 30%, quality 25%, FCR 20%, CSAT 15%, compliance 10%) and specify the measurement methodology to prevent disputes.

Lock in quarterly rate reviews, explicit inflation/indexation rules, and change-control for volume swings (for example, ±20% band without repricing). Define data ownership, exit assistance (knowledge transfer within 30 days), and an orderly wind-down with secure data deletion attested in writing. For cross-border programs, attach the data processing agreement and ensure your data map is current.

How much does Conduent pay remote customer service?

The starting pay rate is $16.32 an hour.

How do I contact Conduent HR?

If you have any concerns about communications from anyone claiming to be from Conduent, please do not hesitate to verify the individual’s relationship with and role at Conduent by contacting Conduent HR at [email protected].

What is Conduent customer service?

Please call us at 1-844-ONE-CNDT (663-2638) Monday through Friday between 8:00 a.m. and 7:00 p.m. Eastern Time for assistance.

What is the phone number for Conduent?

Conduent contact info: Phone number: (844) 663-2638 Website: www.conduent.com What does Conduent do? Is Conduent a public company?