Convergys Reviews

Pros

Training is solid, and their is genuine respect for front line employees.

Cons

Micro-managed attendance. (Not unique to them -- all inbound call centers do this.)

Pros

Work from home. Benefits are not bad.

Cons

Very poor compensation. No one can live on 9 dollars an hour unless you are retired, a woman living off child support (which seems to be many employees) and just needs supplemental income, one half of a couple where the other person has a decent job and this is just extra money to spend. There are bonuses to be had; however, it is a catch 22. You cannot control call-time with customers for the most part. And you are penalized for long calls. Also, there is very little hands-on training. You are thrown out in the virtual world to learn as you go. Therefore it is essentially impossible to get any bonuses until you learn the system...on your own.

Advice to Senior Management

There should be hands on practice. Not two (at the most) practice scenarios before trainees are put on the phones. The 45 day training is mostly a very general introduction to what you will be doing and then several tests over policies. The tests are very poorly drafted and then the content is arranged in a way to be deceptive in lieu of being educational. In the end, a trainee may know how to do maybe two simple transactions. On a daily basis you may need to know how to do 20 different things. It is overwhelming when a customer calls in to have something done and you have NEVER done it before, Yes you learn...the hard way. And you may be on the phone for an hour doing something that, if you were trained effectively, you could have done in 10 minutes. There are at least 20 scenarios that should be practiced before agents are released from training. There is no reason not to have agents proficient in these tasks before releasing them. Easily another three weeks of training should be implemented.

Pros

Excellent leadership, diverse atmosphere, top-notch training.

Cons

Workers can be allowed to stagnate instead of being pushed to achieve.

Advice to Senior Management

Find your employees' strengths and grow them.

Pros

Convergys offers benefits. There is flexibility in shift selection which is of great benefit for those also going to school. A bonus compensation package is given for achieving and exceeding target goals. When a project ends, Convergys attempts to keep all employed by offering other projects. The management also allows for project mobility. Advancement is available within the company.

Cons

When I left, Convergys had implemented a salary freeze. Previously, raises were earned every 3 months up to .20 but usually .10 / hour. Hard to achieve performance bonuses of up to $230 / month made little impact in real loss of income. Working holidays and every other weekend gets old fast.

Advice to Senior Management

Mandatory overtime for a period of 4 or 5 months generates a great deal of employee discontent. Would it not be less expensive to hire more people, thus, saving on overtime expense and improving personal performance?

Pros

Th Tech Support position allows unlimited overtime. The position also allows you to work from home.

Cons

The compensation for the position is low any there are no raises. The members of management are not very knowledgeable and often give conflicting information.

Advice to Senior Management

Be more informative! The company should give raises to those who deserve it.

Pros

Casual/friendly environment
Lots of flexibilty - work from home

Cons

Lots of layoffs
Many projects/systems often left abandoned due to attrition

Advice to Senior Management

pick a direction and give it more than one quarter...

Pros

The benefits are the best thng about this company!

Cons

One minute you are the best thing since sliced bread. Your team gets your managers ear. Tells them things about you, then doesnt care what you have to say about what has been going on. Next your on a PIP. If your a manager with this company and your on a PIP you better Quit or be Quitted.

Advice to Senior Management

If your a senior manager and you have a manager under you. Listen to them. Do go by what others say when they report to the manager you manage.

Pros

the work enviroment trains you and prepares you for growth for other companies

Cons

the enviroment and the systems are very much so out of date and the projects are constantly changing. if a company pulls a project then you lose your job. no job security!!

Advice to Senior Management

the enviroment and the systems are very much so out of date and the projects are constantly changing. if a company pulls a project then you lose your job. no job security!!

Pros

Dynamic and challenging environment provides opportunities to learn and grow. Diverse client requirements and use of multiple vendor products gives you exposer to industry leading technology and innovation.

Cons

Middle level managers/staff find it difficult to grow their careers. Budget/cost cutting challenges. Hard to understand strategic vision and direction of the company. Management seems to be running the company from quarter-to-quarter.

Pros

Work/life balance is great. Very warm, friendly atmosphere. Employees are more than happy to help each other out. Small company atmosphere in our office. Communication with supervisors is good.

Cons

Nobody recognizes "Convergys" outside of the office. No year-end bonuses. There is often more than enough time between projects (with little to do).