Convergys Reviews in Cincinnati, OH | Glassdoor

Convergys Cincinnati Reviews

Updated April 1, 2017
186 reviews

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Cincinnati, OH Area

2.6
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Convergys President & CEO Andrea Ayers
Andrea Ayers
67 Ratings

186 Employee Reviews

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Pros
  • This was a work from home position (in 225 reviews)

  • Great work environment great supervisors (in 162 reviews)

Cons
  • No work life balance from last 1yr (in 63 reviews)

  • It's a call center so you have to be able to handle the client calls that do come in (in 160 reviews)

More Pros and Cons

  1. Helpful (1)

    "Convergys for Employees"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Technical Support Officer in Cincinnati, OH
    Current Employee - Senior Technical Support Officer in Cincinnati, OH
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at Convergys (More than 3 years)

    Pros

    Best Transport Facilities..
    Good incentives schemes
    Open door policy

    Cons

    Very less promotions
    Should promote employees and should increase incentives as well.

    Advice to Management

    Employee engagement should be emphasized


  2. Helpful (2)

    "Very little promotion opportunities for Americans"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Agent in Cincinnati, OH
    Former Employee - Agent in Cincinnati, OH
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Convergys full-time (More than 3 years)

    Pros

    Work from home means no uniforms are long commutes to work, Paid training, PTO paid time off if it is granted

    Cons

    Only Canadians are promoted to leader positions, Americans are very rarely and almost never promoted. I was laid off twice.

    Advice to Management

    Be an equal opportunity employer for Anericans


  3. Helpful (1)

    "QA analyst"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - QA Analyst in Cincinnati, OH
    Former Employee - QA Analyst in Cincinnati, OH
    Doesn't Recommend

    I worked at Convergys full-time (More than 5 years)

    Pros

    Nice work place, safe. Good diversity and acceptance

    Cons

    Very slow growth and promotions. Need to implement more technology


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  5. "Inbound Retention Adviser"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Lancashire in Cincinnati, OH
    Current Employee - Lancashire in Cincinnati, OH
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Convergys (Less than a year)

    Pros

    Great support from managers and team leaders

    Cons

    Not much of a progression place

    Advice to Management

    .................


  6. "Analytical, research, reports, system specialist, and IT tier 2"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Senior Business Analyst in Cincinnati, OH
    Current Employee - Senior Business Analyst in Cincinnati, OH
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at Convergys (More than 8 years)

    Pros

    Some strong management with tenured leadership. Has typical diminishing benefits. Is a global leader in industry. Active community involvement and giving back.

    Cons

    Upper management turn over, will push work hours if you let it happen, lack of follow through on employee development.

    Advice to Management

    Set plans/goals and follow through. Employee recognition is warranted.


  7. "Too much focus on sales and numbers, not the customer or employee"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Tier II Customer Support Agent (Comcast) in Cincinnati, OH
    Current Employee - Tier II Customer Support Agent (Comcast) in Cincinnati, OH
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at Convergys (Less than a year)

    Pros

    - Paid Training (7 weeks)
    - Unlimited overtime
    - Friendly Team Leads and Trainers
    - Full-time hours

    Cons

    - Very stringent metrics (Average Handle Time has to be under seven minutes, First Call Resolution, Voice of Customer survey score, After Call Work can't be over 30 seconds, Hold Time no longer than a minute, Transfer rates have to be low even though its out of your control, etc... the list goes on)
    - Even though your title is Customer Support you have to make two sales a week
    - Too much stress on sales instead of helping the customer
    - Very nit-picky when it comes to metrics
    - Lackluster training (No real hands-on training for the multiple systems you have to use until you hit onboarding during 6th week, and they will "red flag" you even in onboarding if you use them wrong. Too many and you will lose your job, I believe its three chances.)
    - Points system (I was sick the first week of onboarding and missed two days, doesn't matter you'll still get points no matter what the absence is for)
    - Low pay for amount of work and information they expect you to learn (9.00 p/h)
    - Split shifts starting early in the morning and ending late at night make work/life balance extremely difficult.

    Advice to Management

    Please consider that the customer comes first, not your strict numbers. If you build proper rapport, they will keep coming back, simple. The handle time is hard to attain when you try to build that rapport when they call angry and you also have to upsell. Doesn't make for a good quality customer experience. Helping them have a positive experience and helping them with their concerns should come first and foremost.


  8. "Pros and Cons"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Supervisor in Cincinnati, OH
    Current Employee - Supervisor in Cincinnati, OH
    Positive Outlook

    I have been working at Convergys (More than a year)

    Pros

    You do not encounter problems that you usually experience with small companies. No problems with the benefits and the pay. Processes are good.

    Cons

    Long hours. You get worked to the bone.


  9. "Agent"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Custom Er Care/Technical Support in Cincinnati, OH
    Former Employee - Custom Er Care/Technical Support in Cincinnati, OH
    Recommends
    Positive Outlook
    No opinion of CEO

    I worked at Convergys (More than a year)

    Pros

    Work from home opportunity available

    Cons

    Work from home agents are left out of many company things

    Advice to Management

    Listen to your employees, they do the job daily and know more.


  10. "Director"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Account Director/Engagement Lead in Cincinnati, OH
    Former Employee - Account Director/Engagement Lead in Cincinnati, OH
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at Convergys full-time (More than 5 years)

    Pros

    The people who wok there (for the most part)
    What the company is in business for
    How the company cares for its employees

    Cons

    The only real con I have is a select few who exhibit bad behaviors that continue to be employed and rewarded. Most companies have this type of employee at the executive or mid-management level who gets away with unprofessional behavior because he/she delivers on business objectives.

    Advice to Management

    Don't allow unprofessional business behavior in employees regardless of level in the organization. It breeds dysfunction and sends the wrong message to those who exhibit professionalism at all times.


  11. Helpful (1)

    "No work life balance."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative (CSR) in Cincinnati, OH
    Current Employee - Customer Service Representative (CSR) in Cincinnati, OH
    Recommends
    Neutral Outlook
    No opinion of CEO

    I have been working at Convergys full-time

    Pros

    work from home, hired on full time, payed time off, unpaid time off, voluntary go home (when available).

    Cons

    Back to back phone calls, forced to work split shifts (depending on the project), days off vary each week, and the times you work vary each week. Depending on the project you are forced to move up to a different area of the department even when you don't want to (when i was forced to move up, the calls were back to back, and i was put on a split shift). After being forced to move to a different part of the project that completely corrupted our schedules just about all of my team quit.

    Advice to Management

    Stop forcing people to work split shifts while having their days off split up, as well as varying start/end times each week, that allows for no work life balance!



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