Conduent Customer Service — Expert Overview

Conduent Incorporated is a global business process services company formed in 2017 as a spin-off from Xerox Business Services. Its customer service operations support large enterprise and government clients with contact center management, back‑office processing, digital engagement and transaction processing. This overview explains how Conduent organizes customer service delivery, the technology and compliance measures that underpin it, typical commercial models and practical steps for procurement and onboarding.

Conduent’s global footprint and vertical experience make it a reference provider for complex, regulated programs (transportation, healthcare, public sector). The company publishes its corporate information at https://www.conduent.com and lists its corporate headquarters as 100 Campus Drive, Florham Park, NJ 07932 (USA). For program-level support clients use dedicated portals and program-specific numbers; general corporate contact and RFP routes are available via the website contact page.

Corporate footprint, history and scope

Founded in 2017, Conduent inherited decades of operational experience from Xerox’s global services organization. The platform is organized into customer experience, patient and member engagement, government services, and transportation/parking solutions. Conduent operates delivery centers across more than 40 countries and supports multi‑language operations; its clients range from municipal governments and national agencies to Fortune 500 companies and health plans.

Because Conduent handles high-volume and high-compliance workloads, they invest in secure infrastructure and program governance. Typical large programs contain hundreds to thousands of seats across multiple sites, and engagements commonly include multi-year contracts (3–7 years) with KPIs, service credits and change management clauses designed to protect both client continuity and predictable costs.

Service offerings and engagement channels

Conduent’s customer service offerings are broad and modular: omnichannel contact centers (voice, email, chat, SMS, social), IVR and self‑service design, technical helpdesks, claims adjudication, billing and collections, back‑office document processing, and field/transportation operations. The company emphasizes blending human agents with automation (chatbots, RPA) to reduce cost per contact while maintaining high First Contact Resolution (FCR).

Channel management is typically delivered through integrated platforms and partner ecosystems (CRM and CCaaS tools). Conduent commonly supports 24×7/365 operations for mission‑critical programs and designs peak staffing plans based on historical demand, seasonal cycles and SLA commitments.

• Core service modules: inbound/outbound voice, chat, email, social media moderation, IVR/voicebot, mailroom and document intake, adjudication and payments processing.
• Program add-ons: analytics and reporting dashboards, workforce management (WFM), quality assurance, dedicated account management, onsite client liaisons and continuous process improvement (CPI) teams.

Technology, analytics and quality assurance

Conduent’s delivery model integrates standard enterprise technology stacks: CRM (Salesforce or custom platforms), telephony/CCaaS (Genesys, Avaya, NICE inContact), workforce management and quality monitoring tools. They layer voice and digital analytics, speech-to-text and sentiment analysis to drive agent coaching, root-cause analysis and deflection to self-service. For large programs Conduent typically deploys role-based dashboards that present near real-time KPIs and escalation workflows.

Quality assurance is structured around scorecards, sampling and coached corrective action. Typical target metrics Conduent aims to meet for enterprise engagements include Service Level (e.g., 80% answered within SLA threshold), Average Handle Time (AHT) targets by queue (often 4–12 minutes depending on complexity), and First Contact Resolution (FCR) benchmarks of 70–85% for mature programs. Quality scores and CSAT/NPS tracking are integrated into monthly business reviews.

Compliance, security and risk controls

Because Conduent supports regulated workloads (healthcare, payments, government benefits), compliance frameworks are a core capability. The company implements PCI DSS controls for payment processing, HIPAA safeguards for PHI, and maintains SOC audit readiness (SOC 1 and SOC 2 are typical expectations in the industry). Data residency and encryption requirements are addressed with site selection and technical controls when handling sensitive citizen or patient data.

Risk controls also include disaster recovery plans, business continuity sites, and tiered redundancy for telecom and data. For procurements involving sensitive data, contracts typically require specific SLAs, sub‑processor disclosures, regular penetration testing and audit rights for the client.

Commercial models, pricing and procurement tips

Conduent and similar BPO providers price customer service engagements using several models: per‑seat or per‑FTE, per‑transaction, per‑minute (voice) or outcome‑based (per claim processed). Example market benchmarks to use in planning: US onshore agent fully‑loaded cost often ranges $25–$45 per hour; nearshore agents typically $12–$25 per hour; offshore agents $6–$15 per hour depending on location and skill set. Per‑transaction pricing varies widely—simple transaction processing can be $0.20–$2.00 each; complex adjudication can be $5–$50+ per transaction depending on handling time and compliance needs.

When evaluating proposals, require transparent cost build-ups (labor, technology, tooling, onboarding amortization), clear SLA definitions with measurement methodology, and transition pricing. Typical onboarding and transition costs for programs with 100–500 seats run from $200k to $1.5M depending on complexity (technology integration, security hardening, training and knowledge transfer).

• Pricing models to request in RFPs: per‑FTE fully loaded, per‑transaction outcome pricing, or hybrid (low base plus performance incentives).
• Contract terms to negotiate: stated ramp schedules, service credit caps, change order rates, data ownership clauses and exit/transition assistance priced into the agreement.

Implementation, performance governance and exit planning

Successful Conduent engagements follow a phased implementation: discovery and design (4–8 weeks), pilot and transition (8–16 weeks for moderate complexity), and steady state with continuous improvement cycles thereafter. Governance is typically a weekly operational cadence plus monthly executive business reviews with agreed KPIs and a joint continuous improvement backlog.

Exit planning is essential—contracts commonly mandate a 90–180 day transition assistance period with documented knowledge transfer, account documentation, training materials and access to data extracts to ensure continuity. Insist on defined runbooks, agent scripts and technology handover items in the contract to prevent business disruption at contract end or in a transition scenario.

How to contact and next steps

For initial inquiries, corporate information and formal RFP submission routes are available at https://www.conduent.com/contact. If you are evaluating a customer service outsourcing partner, prepare a concise RFP that defines volumes, channels, KPI targets, compliance requirements and desired commercial models. Include sample call recordings and process documentation where possible to accelerate scoping accuracy.

When engaging Conduent or similar providers, prioritize measurable KPIs, transparent pricing, compliance evidence (SOC/PCI/HIPAA), and a realistic transition timeline. These items materially reduce risk and provide the foundation for predictable service and continuous incremental cost reductions over the life of the contract.

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].

How much does Conduent pay remote customer service?

The starting pay rate is $16.32 an hour.

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?

Is Conduent a debt collector?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview While Conduent isn’t primarily a debt collection agency, they do offer collections solutions as part of their broader business services. They provide services to lenders and financial institutions to manage and collect on loans, leases, and other debts. They also have experience as a student loan servicer.  Here’s a more detailed look:

• Debt Collection Solutions: . Opens in new tabConduent provides technology and services to help lenders and financial institutions manage and collect on debts, including loan and lease portfolios, according to Conduent. 
• Student Loan Servicing: . Opens in new tabThey were previously a major student loan servicer, managing bills, payments, and customer service for student loans. 
• Not a Traditional Collection Agency: . Opens in new tabWhile they handle debt collection activities, their core business is providing business process services, not solely debt collection. They offer solutions for various industries beyond just financial services. 
• Compliance and Regulations: . Opens in new tabConduent is aware of the regulations surrounding debt collection and aims to ensure compliance with laws like the FDCPA. 

AI responses may include mistakes. Learn moreMission Critical Services and Solutions – ConduentConduentDealing With Collection Agencies FAQ – Conduent EAP | AnthemYes. The Fair Debt Collection Practices Act (FDCPA) allows a collector to add interest if your original agreement calls for the ad…Anthem(function(){
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What is the controversy with Conduent?

Conduent is facing mounting issues over a cashless tolling contract, with two senators calling for an investigation and action by the Federal Trade Commission against the company for what they called “mismanagement” of cashless tolls in several states.