Convergys

  www.convergys.com
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Convergys Reviews

Updated Jul 22, 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)

357 Employee Reviews Back to all reviews
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    • Culture & Values
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    Customer Service Representative II (Current Employee) Tampa Palms, FL

    ProsFlexible hours. Good commute. Good location.

    ConsNone none none none none

    Advice to Senior Management...

    Yes, I would recommend this company to a friend – I'm not optimistic about the outlook for this company

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    Nothing spectacular

    Applecare Advisor (Former Employee) Lake Mary, FL

    ProsClean environment, decent pay, good benefits.

    ConsLittle advancement, high turnover, no opportunity for raises, too many people, felt like there were not enough people working in our department so we often had to work hours we didn't want.

    Advice to Senior ManagementAllow more opportunities for advancement

    No, I would not recommend this company to a friend

    • Culture & Values
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    Casual atmosphere

    Administrative Assistant (Current Employee) Erlanger, KY

    ProsFlexible work environment and hours

    ConsDriving from Ohio to Kentucky

    Advice to Senior ManagementNA

    – I'm optimistic about the outlook for this company

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    OK place to work.

    Customer Service Representative (Former Employee)

    ProsSalary is a great plus.

    ConsManagement can be snobbish at times.

    • Culture & Values
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    • Approves of CEO

     

    MMS customer care sales agent

    MSS Sales Agent (Current Employee) Rio Rancho, NM

    Prospotentially make bonus money if numbers are reached

    ConsTrying to get enough sales to bonus

    Advice to Senior ManagementLooking forward to future challenges and to learn to grow and exceed and learn a great system

    Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

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    Started great, then went downhill

    Anonymous Employee (Former Employee)

    ProsWorking from home is great, they have a good training regimen

    Conswill move you to a different project without asking you firwt and force you to work overtime and if you don't work the overtime, they will give you attendance points.

    Advice to Senior Managementgive employees more control over how they feel especially on moving to different departments. Also if you are going to give them Paid time off then let them pick when they want to take it.

    No, I would not recommend this company to a friend

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    Not as bad as many make it out to be

    Associate Trainer (Current Employee) Wichita, KS

    ProsThe project I work for has a very thorough training, some would even say too long. The environment in the building has definitely changed for the better. The hiring process has become more involved with operations taking part in the interviews, this is in an effort to stop the "Go to Convergys, they'll hire anyone" image Convergys Wichita has obtained. Production currently has a bonus structure that has been in practice for a good amount of time that has not changed month to month as it used to in the past. Convergys introduced a coaching model for all of management to use to get better results from their agents. The attendance policy for agents is one of the most lenient I have seen from any employer I have had or some that I have heard about from friends at other companies. Permenant agents are able to earn a raise every 6 months purely based on their attendance during a designated 6 month period.

    ConsThe turnover rate at Convergys Wichita is very high. The biggest reason is attendance. The work ethic of so many people that walk through the door is horrible. It seems like some people come in thinking "this is going to an easy job" and act like they have better places to be than earning a paycheck to support their outside lives. Rules are constantly broken (dress code, food, cell phones, etc.). There are members of management that don't care as long as the agent is doing their job, while other members of management try to address the issue they get push back from agents and the agent gets mad because they were caught breaking the rules. There is little communication from the production/operations side into the training side. When new call scripts are released or new ways of doing things in production, training is usually the last to know about it.
    Compensation for management is horrible. Team Leads get a bonus based on 2 factors: the total amount of the bonus of their own agents and how well the entire site does on their customer satisfaction surveys. Trainers do not get a bonus. I constantly hear agents complain that they are being refused by team leads when the agent tells them they have a supervisor call.
    Recognition from Corporation based on tenure is almost non-existent (except for maybe an announcement say congrats on x# of years. I have worked for other companies that provided recognition at each person's 1st year and every 5 years after that by providing them some sort of celebratory gift. I have only seen Corporate recognition of this type at i believe it was the person's 10 year anniversary.
    The pay for management sucks. They expect way too much from Team Leads and Trainers for the pay they get and the hours they put in to do their job to the best of their ability.

    Advice to Senior ManagementI realize that there is still a business to run, but treat your employees as if they are important to you and they will provide you the numbers you need. If you treat them as numbers they will show you that you don't deserve the numbers you need. Train your management to do their job. I have seen too many agents put into Team Lead positions not knowing what to expect or how to do their job properly. Fight for your good agents, and OM/TDM's need to fight for their teams too, such as the work load and pay raises etc.

    No, I would not recommend this company to a friend

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    Leading towards offshoring all support jobs

    Operations Manager (Current Employee)

    ProsThe company is good for people in sales or operations. There is a good career path to leadership positions.

    ConsThe company is looking to offshore support jobs and tends to be very willing to overlook problems.

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

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Approves of CEO

     

    Entry level work -- excellent experience working with the public over telecommunications

    Team Leader (Former Employee) Cedar City, UT

    ProsThe best reasons to work for Convergys is the interpersonal training, through multiple customer contact. Depending on the contract you are working on, you are offered different incentives to offer the customer to make the customer experience a positive one. Convergys also offers tuition reimbursement and other benefits making the time investment with the company a better overall experience.

    ConsHigh two-way attrition rates. The investment into people was not valued over the long term. It may have just been the site director while I was there, but agents were terminated without much discipline corrective effort.

    Advice to Senior ManagementEnsure that people are valued as a long term investment. Morale and loyalty will improve.

    Yes, I would recommend this company to a friend

    • Culture & Values
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    Just enough pay and benefits to keep you stuck, high stress and NO appreciation!!

    Transition Coach (Former Employee) Logan, UT

    ProsAs long as you don't have a record its easy to get hired, two breaks and a lunch.

    ConsNo matter how hard I worked every time I interviewed for a promotion the only feedback I was given was that my answers to the interview questions needed to be MORE SPECIFIC! I don't think if I gave them exact dates and times it would have been good enough. This was just a lame excuse because there wasn't a good reason to why the hired someone who had been there 1/2 the time of me or someone who had almost been fired one month prior. It comes down to them playing favorites.

    Advice to Senior ManagementShow some loyalty and gratitude to employees!

    No, I would not recommend this company to a friend

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