Convergys Reviews

Pros

They have flexible schedules available.

Cons

They suck at employee retention

Pros

Co-workers are great, a lot of talent sharing their talents.
Your immediate supervisors will respect you.
Hours are great and stable.
Cool company parties.
Will pay for certification, if your on the right Company project.

Cons

Upper-Management does not communicate goals between End customer and Client and take staff input/feedback.
In the end our Jobs went to lost cost India.

Advice to Senior Management

Negotiate better with End customer and let Employee know they should look for new jobs cause negotiations did not go well. Who is Jeff Fox? Never showed up at our door step.

Pros

Pay is good. Work allows for continuing education.

Cons

Long hours. Alot of expected overtime.

Advice to Senior Management

Allow employees to work more regular hours

Pros

They work with your schedule. Managers are cool to get along with. Medical benefits. 401K is 5% match

Cons

Low pay for the hard work. Never any room for advancement. And when a new position opens up it goes to the Managers favorite.

Advice to Senior Management

Cut the favoritism and give more money. The company makes a killing and gives out candy for a good job.

Pros

Employee friendly environment, open door policy and employee beneifts.

Cons

rules and protocol dont apply for all..

Pros

meet great friends, above average facilities, free coffee, day shift, weekends off, above average incentives, various forms of bonuses, clients are understanding

Cons

management doesn't respect employees, management think they are superior, management has poor communication skills, lousy managers are being promoted, managers steal incentives from their agents

Advice to Senior Management

if the company can't find a competent manager to handle an account, don't put one just to process paper work.....instead of training them how to talk and interact with mannequins and dummies, try real people like their staff.

Pros

Normal call center wages
Nice and clean building

Cons

You will see several people fired within your 1st month working there
You read scripts all day so it can be very boring
Although I met some really good, hard working people, the overall quality of people working there is extremely low.

Advice to Senior Management

Try to filter the people coming in. If the hired a better quality of people, the job may not have sucked so much

Pros

It's a job and there are some nice people working there!

Cons

No employee appreciation, Favortism in promotions, very little overtime allowed. Expecting more for less, micromanagement. Operations Manager was a snake in the grass & upper management never cared about the employees doing the work as long as the work got done.

Pros

Great co-workers
Trainers are some of the best people in the company
Performance-pay
Compensation

They have some awesome tools to work with when keeping customers and agents updated. The trainers really know what they're talking about and are more than happy to help you out if you ask. If you follow the guidelines to handling calls, even if some are dragged out for more than what's allotted, you can still make extra based on performance. The compensation for selling features isn't much in the scheme of things, but it's something extra to look forward to.

When we did do transfers, we'd tell the other agent on the line everything they needed to know about the customer and the issues before we transfered them over -- so as to avoid the customer having to repeat themselves again. Kudos to Convergys for at least doing that.

Cons

Schedule Bidding
UTO/PTO/VGH
Seating arrangements
Training
Too many programs running at the same time
Pushed to sell
No direct supervisor/manager to pass irate customers to

It was unfortunate that during our five-week training period, we had three different instructors with two substitutes in the last two weeks. The management would not consider extending training for another week ... we were basically sitting in class scratching our behinds.

Schedule bidding sucks, especially for the newcomers. "Work hard and prove yourself and you can bid on what type of schedule you want to work!" When we got onto the floor, our schedules were from noon until the place closed down at nine at night. They had biddings every three months, so if you kept up your sales and performance stats, you'd be able to bid on the earliest shift of 6 am - 2 pm ... highly unlikely since the best has been there for years and are NOT going to let their cushy hours slide!

As far as asking for time off, paid or unpaid, that was pretty easy -- but it was very slow earning your PTO. UTO was pretty awesome, allowing an allotment of a number of hours per quarter, and VGH was ridiculous. Voluntary go home was offered to those on a first come, first serve basis -- so those who really needed to go were jack out of luck.

If our team leaders were not there in the early mornings, we were supposed to sit with teams that are already there. Most of the time, these morning TL's weren't very helpful. Thank goodness for the other friendly folks that have worked there and took the time out to actually help you out! As soon as your TL is in, you're supposed to move to where they are so that they can help you, but uprooting yourself and walking the length of the building took more time, especially when they request that you do it at your break time.

There were so many programs that you had to pull up BEFORE you logged onto the phones and clocked in ... it takes a good 2-3 minutes, sometimes beyond 5 minutes, to get everything set up before taking that first call. There's a program for taking payment, for finding issues, for sending confirmation, for looking at their history ... on busy days, it sucked. Period. And through all this, you had to notate that call thoroughly to cover your butt should something go wrong. That took a lot of time as well, especially when you're new on the floor.

Ah, and what would an inbound call center be like if they didn't have people pushing you to sell features. You had a monthly set goal for selling features ... and it was pretty easy to hit that and go past it as well. But when you have a disgruntled caller wanting to speak to management, why on earth would you want to peddle features to them?? Yes, you get sales from features, but only if those features are on the customer's account for sixty days without getting removed. I most certainly did not expect to see any of that money anyhow.

Last thing -- I hated how they absolutely made us the "front line" for all of the customer's issues -- we are basically the infantry when it comes to dealing with the customers ... payments, cancellations, technical guides ... we had to do EVERYTHING before exhausting our options and "transferring" to another department, which was highly frowned upon. By that time, we'd be on the phone with the customer for a good twenty to thirty minutes, who are already upset, and then told that we needed to transfer them.

Advice to Senior Management

The staff was confused as to how to handle our training class. They kept us in the dark about what was going on, as if they didn't know what was going on themselves as well. Very bad impression to make; we were beyond frustrated and so unprepared for going on the floor!

Schedule bidding is for the birds. Nuff said.

I had one day where a customer care rep called in wanting to speak to a certain department and got the SAME customer care department -- keep your numbers in order to make sure something like that doesn't happen -- it angers the customer further and frustrates the agents involved.

It was convenient for the higher ups to blame repeat calls on the training class during transition. Um, really? Hello, what part of learning on the job and getting used to all the programs and different types of problems do they not understand?? We're new agents, it's going to take us a bit of time to get our speech flows right, to find the right information to relay to the customers, to learn how to properly transfer customers to different departments ... we're not going to be perfect our first two weeks, so please, get off our backs and let us learn!

I would love to see/hear the higher ups who complain constantly about numbers to take to the floors themselves and handle calls a few days a month ... just to stay grounded and as a reminder that the agents on the floor MAKE THE COMPANY'S MONEY.

Pros

easy training hours and pay

Cons

pay is not enough for stress levls

Advice to Senior Management

HIGHER WAGES