Convergys

  www.convergys.com
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Convergys Reviews

Updated Jul 16, 2014
All Employees Current Employees Only

2.9 1,251 reviews

63% Approve of the CEO

Convergys President & CEO Andrea Ayers

Andrea Ayers

(252 ratings)

49% of employees recommend this company to a friend

Review Highlights

Pros
  • Work from home so no hassle of dealing with traffic jams and getting suit ready for work(in 83 reviews)

  • Great training job to work in a high busy work environment(in 51 reviews)


Cons
  • 6 dollars an hour lower than the prevailing call center wage in this area(in 65 reviews)

  • There is no work life balance, since schedule is often very incosistant(in 19 reviews)

231 Employee Reviews Back to all reviews
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    • Culture & Values
    • Work/Life Balance
    • Senior Management
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    Almost guaranteed paycheck, that's about it.

    Sales and Service Representative II (Former Employee) Tucson, AZ

    ProsHad to really try hard to get fired. The other entry level agents were great. The site leader seemed to care.

    ConsHorribly unprofessional. no assigned seating, you had to find a seat wherever there was one. was not uncommon to go to lunch and come back to find someone else in your seat. Team leads more interested in hanging out with friends and hitting on girls than actually managing. HR ignores complaints about harassment and retaliation. 12 point attendance system was very inflexible. Promotions based off favoritism rather than skill or professionalism. Sex and drugs on the call floor. No upper management ever visited in my 3 years there, and offshore centers had more attention in company publications. Will never shut down center, even when employee health is in danger.

    Advice to Senior ManagementBe more involved in the center and what is going on.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    stressfull

    Technical Support Agent (Former Employee) Jacksonville, NC

    ProsIt paid more than other companies in area.

    ConsYou are not valued as a human being.

    Advice to Senior Managementstop lying

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    • Approves of CEO

     

    Not very friendly

    Tier I Technical Support (Former Employee) Tampa, FL

    ProsGreat friends and colleague's great trainer's

    ConsManagement, the company has changed since merging to Convergys, was much better as Stream.

    Advice to Senior ManagementStop worrying about hiring new agents and nurture the ones you have.

  1. We want your feedback – Are these company reviews helpful to you?  Yes | No
    • Culture & Values
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    Horrible non-caring employer

    Tier I Technical Support (Former Employee) Lake Mary, FL

    ProsDiscounts on all Apple products

    Consuse your own imagination, if you can think of something bad about your previous companies, then it will most likely apply here too. Enough said.

    Advice to Senior ManagementLearn to care about your employees more, and don't just treat them as another number. No wonder just 1 ACCOUNT had a turnover of 300+ people within 6 months. I quit because you guys don't care. I might have stayed if you did care about your employees!

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    • No Opinion of CEO

    1 person found this helpful  

    Mission Impossible.

    Team Leader (Current Employee)

    ProsThey will hire anyone. I had my own work station. The building was heated in the winter, and had air conditioning in the summer. They sprayed for bugs every so often. I got five hours of time off every two weeks worked. Good training ground to move on to somewhere else. There are always new openings, because of high turnover, and you can get promoted quickly.

    ConsThe work expectations are impossible. The pay is absurd for the amount of stress involved. Because of the stress levels, everyone is always trying to stab you in the back, and make you take the blame for their incompetence. The entire work environment has an atmosphere of fear and desperation. Poor health insurance benefits. Promotions very often require relocating. If you apply for a promotion, you are competing against people from all over the world.

    Advice to Senior ManagementAdvice to management is pointless-- they don't listen. They're too busy finding someone else to blame.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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    Soul stealing company. No allegiance to employees. 10 years here? 20 years? RIF, RIF, RIF. Stock still at 20. FAIL

    Anonymous Employee (Former Employee)

    ProsCoworkers were the only thing that kept me there so long. Other Team members, not managers.

    ConsBefore I left, upper management was convinced they could get the stock price where it once was. They tried everything. Everything. Nothing worked. CVG stock was not sexy.

    Advice to Senior ManagementShow some allegiance to your employees. Yes, you have a duty to shareholders, but stepping on the necks of your employees to do it, is immoral. Step back and ask yourself, what has it done for shareholders? ZERO! The shareholders are nameless people that you never see. When employees have invested 5-15 years here, it should mean something to you. All the abuse to employees and what has it done to the stock price. How can Starbucks and Costco do it?

    No, I would not recommend this company to a friend

    • Culture & Values
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    • No Opinion of CEO

    3 people found this helpful  

    Run away

    Customer Service Representative (Current Employee) Hickory, NC

    ProsThe pay, benefits. Good customer service experience. Tuition reimbursement program.

    ConsWhen I first applied, I read all these comments and refused to believe a company could be THAT bad. 6 months down the road, I'm barely hanging on.

    Please take the time to read this before considering employment.

    Training - training was fabulous. I had the absolute best trainer. She took pride in her work and you could tell that she really enjoyed what she does. I came out of training prepared. I couldn't have asked for a better 9 weeks.

    Coming out of training - once you've graduated training you are put on a team. You walk out into the floor your first day out if training expecting your team leader (boss) to introduce you to the team. No. No one notices you. You sit down, log in, and work. No one on my team talked to me until 3 weeks later.

    Team leaders - team leader bonuses are driven by YOUR performance. Examples: 1 - a team leader would receive a $1,000 bonus if his teams average handle time (amount of time expected to complete each call) was under 900 seconds. Therefore an agent would get "coached" ehem...scolded to get their time down. In fact, my team leader missed out on his bonus and pulled aside the agent who had the longest average time and said "you cost me $1,000.00". Example 2 - the team leader would receive the same 1,000 dollar bonus if his "adjustment per agent" was under $6.00. Meaning, when we used to be able to waive fees for customers and issue one time courtesy adjustments, we can't anymore. Everything has to be approved. If the team leader gets money for having few adjustments done by his team...do you think any adjustments will be approved? No. They aren't. Then you get an angry customer who gives you a bad review and brings down your scores. Team leaders care about number one. Not your success.

    Scores - after a customer gets off the phone with you, they're sent a survey. This survey asks them how you did and how willing they'd be to recommend the AT&T. If you did awesome and scored a 10, but the customer thinks their bill is too expensive each month and gives the willingness to recommend score a 4...you're represented by that 4.

    Absences - the 12 point system that's been mentioned. It sucks. No flexibility. The end.

    Turn over - it isn't just people quitting. It is firing. In one week, my team leader fired 4 people. This week it was one. With reasons ranging from not offering Uverse on the call, to not using a program that's kind of like the google of the company, to absences, and to not "exhibiting adequate customer service skills". Team leaders are suppose to coach you up to where you should be. But if you're bringing their teams scores down they will find a way to let you go.

    Selling - yes, the customers who call in screaming...you're suppose to sell to them. If you don't it's a write up. If you don't produce many sales consider yourself gone.

    This company is toxic. You really don't get paid enough for what you do and are expected to make no mistakes. You will hate your life if you work here.

    Put it this way...my training class started in January with 22. We graduated with 12. On the floor in March-Two weeks in 2 quit. In May 1 quit. In June 2 quit. So out of 22 hired on in January - 7 remain...soon to be 6.

    The site leader is wonderful, but not really involved in your day to day. As much as she preaches that Convergys cares about you...they don't. They care about selling, not even really taking care if the customer unless it means they'll get a sell.

    Word for the prospective employees: run far away. Or just go to training where you're paid 9.50 an hour to sit In class. While in training continue looking for other jobs then quit at the end of training.

    This company really needs to learn how to treat its employees.

    Rant over.

    Advice to Senior ManagementCare about your employees.

    No, I would not recommend this company to a friend – I'm optimistic about the outlook for this company

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    1 person found this helpful  

    Run while you still can!

    Convergys Technical Support (Former Employee) Logan, UT

    ProsThe ONLY upsides to this place is that you can do infinite amount of overtime, and I heard that the night shift was awesome. My brother works nights, and he LIKES the job. HATED days.

    ConsBullying nonstop. HR will do NOTHING to stop the bullying. They will look for someone to blame, and it will usually be the person who reported it. Physical assaults. I was physically assaulted in front of two team leaders, a trainer, and multiple employees. HR did nothing, even after the girl went on record and admitted to assaulting me. TLs don't do their jobs. Floor walkers are worthless, and most are friends of the TLs who can't do their job. My entire training class wound up quitting/being fired (a few times for computer attendance glitches) because of ONE girl or multiple issues like not being able to do their job with the tools provided. Give people their passwords and access to programs BEFORE they hit the call floor. Stop docking people for not saying "thank you" ENOUGH times. Once should be enough. Don't work during the day, constant back to back calls and lots of drama from high school girls that never grew up. Training is a joke, and we learned NOTHING. Had to learn it all ourselves, even floor support wouldn't/couldn't help.

    Advice to Senior ManagementBetter TLs, no more sex on the call floor, stop the bullying and harassment, better pay, and hire TLs that aren't just "favorites" (usually the favorites aren't very good at their jobs). Stop the constant hooking up on the call floor. Stop allowing certain people to break rules. Update your computers and physical equipment. They run like garbage and everything is falling apart. CLEAN the place. PAY people! Some of us are missing more then two weeks of work, a year later. Hire people that actually know how to use a computer...and end the harassment.

    Get rid of all the rules. You shouldn't have to ask for permission to bring a BOOK to read during downtime, if there ever was any.

    Try to work at home or at night. Both have little to no drama, and are very relaxed in comparison. Don't believe the drama that ONE person is causing. If ONE person keeps reporting an ENTIRE training class/team, then THAT person is the problem.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
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    • Disapproves of CEO

     

    Treat you like little kids, micro manage everything.

    Customer Service Representative II (Former Employee) Murray, UT

    ProsOnly pro I can think of is you get to work with some cool people.

    ConsLow pay, no raises, a lot of favoritism from upper management. Computers are out of date. Chairs are nasty and break all the time. Company doesn't care at all about their employees. Incentives are a joke.

    Advice to Senior ManagementUpdate computers and get better incentive/bonus system that way agents might actually want to do a better job.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
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    • Career Opportunities
    • Disapproves of CEO

     

    Once they bought out my center, things went downhill morale wise.

    Connectivity Specialist (Current Employee) Wilsonville, OR

    ProsIt is a steady income that employs a large amount of people all over the world. They offer a benefits plan that is pretty decent in comparison to other plans on the market.

    ConsAs soon as they bought out Stream, they locked down on bonuses. I hit a glass ceiling after being with the company for only one month with no opportunity for growth and development.

    Advice to Senior ManagementBring back the bonuses our old employer gave us and give more opportunities for growth within the company.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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