Convergys Customer Service Representative II Interview Questions & Reviews

Interviewed Sep 2009 in Valdosta, GA (took 2 days)

I applied online through the Convergy's website in early September and received a call to schedule the assessment test a couple weeks later. There were several other candidates scheduled on the same day, and several days of assessments throughout the week...not surprising considering the current job market. The assessment test was harder than expected. Not all of the test, but in particular, a series of questions where you had to choose the number which best completed a sequence was challenging...especially in lieu of the assessment being timed. Some were easily identified (each number being multiplied by the sum of the two previous numbers and the like) but some were ridiculously hard...involving square roots placed after multiple sequences of seemingly random numbers. Then came the standard personality test in which you're asked several questions geared to rank your confidence, honestly, and strengths as a sales person. Some were hard to answer as they were specific to commission based jobs, but you can just muddle your way through those. Finally (or should I say first, as it was the first test in the series), you have a mock simulation of taking a sales call. This test was actually fun as you had to input the information as the recorded message prompted you, and they tried to include a variety of recordings which included archetypal customers such as "the befuddled woman," "the angry NJ jerk," and "the sweet and indecisive granny." I passed the assessment my first try and had a phone interview scheduled for the day after.

The phone interview was pretty seamless. Typical questions that required you to pull from previous work experience. I think this part would be challenging if it was given to someone who had no prior work experience. Every question required you to give an example of meeting certain challenges and how you overcame them in your previous employment. Questions like "give an example of an occasion in which you had to multi-task" or "give an example of when you had to deal with a situation where you were ill qualified to answer questions from a customer," etc...

At the conclusion of all questions, the job was offered to me, and we set up an appointment for training.

Easy as pie.

One thing I'd like to mention though. I've not worked at Convergy's yet, but I've seen the other posters mention outdated equipment and a couple of other negative comments. I can't attest to them with certainty, but I will mention that the computer for my assessment froze on three occasions and two other testers also complained about their computers freezing as well. The front office was fairly clean and the landscape/exterior is beautifully maintained. I didn't get a good look at the cubicles, but I did see some evidence of less than professional mannerisms from a couple of the employees. I don't want to get specific, but let's just say that I think a lot of the negative comments listed here might be on the dot. However, I've gone three months without a job, and I'm grateful to have the opportunity to work. As long as they cut me a check, they'll have to pull me, kicking and screaming, away from those headphones.