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Convergys Reviews

1,498 Reviews
1,498 Reviews
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Convergys President & CEO Andrea Ayers
Andrea Ayers
342 Ratings

    Typical customer service call center

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    Former Employee - Customer Service Representative
    Former Employee - Customer Service Representative

    I worked at Convergys full-time (more than an year)


    I worked in the insurance department. Training is 3 weeks and during training you learn with your trainer and 20 other people, you take tests, and then a final. If you don't pass the final then you can take it a second time, you will take it again in two weeks. The second time you take it, it's much difficult, but don't get scared, if you don't pass the final, you'll be kept as a CSR.

    Some people are just not test people and the people in my training class that didn't pass it, stayed employed. There is a lot of information during training, pay attention and take notes, ask questions and bug your trainer until they explain it in a way you can understand. Most of the people here are friendly. The team leaders are usually available to answer questions, there are people on the floor who walk around the room and will come to you if you need help. That's their job. You have to raise your hand and they come to you.

    The job is advertised as a customer service and sales rep. Don't let the sales part fool you. There isn't anything you have to sell. You just take inbound calls answering any issues the customer has with their policy. It could be as easy as taking a payment, or something more difficult. The pay is all right at 11.25/hour. Not as high as some of the insurance companies around here, but not as low as some of the other call centers. Its a happy medium.

    They have a relaxed attendance policy which is unusual for a call center. They'll go over the attendance system during training but its much more relaxed from the call center I used to work at. They have PTO, unpaid time off, a 401 (k), healthcare insurance, it's a very benefits oriented company. They even have tuition reimbursement for certain degrees.

    Attendance is very important. You don't have to be the best. It's okay if you're not the best at first, but as long as you're willing to show up each day, learn, and improve each day then that's what matters. Attendance is everything to this company. They're willing to promote people as long as they show up on time and try to better themselves. Again you don't have to be the best at first, but if you're willing to show up on time and do your best and try to learn, that's what they care about.


    The pay could be a couple of dollars higher. Other insurance companies hire around 2-3 dollars higher than Convergys. Convergys hires at 11.25 and other insurance companies hire around $12, 13, 14, +. However there are some call centers in this city that hire around $8, so its not as if Convergys is the lowest.

    Most customers are nice but once in a while you get a customer who refuses to accept your answers even though you are correct, so you have to get a supervisor to talk to them. Sometimes the guys and girls who are supposed to come to you when you have questions during a call are not available. A lot of them go home at 4:30 or are busy helping another CSR, so you'll have to handle the call on your own or call another department for like service for help on how to handle that call.

    There is some favoritism, some people are cliquey but that is the norm at a lot of companies. Try not to take it personally. My suggestion is to be nice to everybody, try to get to know people, you don't have to be friends with someone if you don't click, the opportunities are there to move up but there is a lot of competition too. A lot of people see this job as a way to pay their bills and as something short-term.

    There are some sucks up at the company but that is the norm at a lot of companies too. Turnover rate is high because its a call center job. It's repetitive, you have to deal with answering the same question again, and sometimes you get rude customers. It's a job that is easy to burn out on.

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