CONVERGYS -- WHAT A JOKE!!!
85Human Resource Incompetence
Thought about applying for a job at CONVERGYS.....think again.
Many call center positions exist in the US, most are run by decent companies that actually do make a difference. They actually care about the business that they support, and do so with World Class Customer Service. This is not a charge that CONVERGYS can claim to live up to.
Based in Cincinnati, OH, with offices all over the US, Asia, Europe. This is a huge company that forgot a long time ago that the employees are actually what makes the business function. The more qualified the employees are, the better the service they provide. CONVERGYS figured that OUTSOURCING jobs was the best way to retain clients, provide mediocre results, but still allow the fat-cats in Cincinnati to draw nice earrnings. Take the ONSTAR account for example.
The first taste of CONVERGYS that I had left a bad taste in my mouth. Introductions were made after the announcing of the change in the servicing of the Onstar contract. During the intial meetings a man was introduced as a Human Resources Specialist to assist in the transition from EDS to CONVERGYS. Only a couple months later, there was no use for this employee as a HR representative, so he was offered a Team Leader position on an account that he had no knowledge of, and was expected to monitor, evaluate, and manage a team of Onstar employees....
Fast forward, about a year later, CONVERGYS wants to cut some of the fat from the organization, they hang this guy out to dry, fire him (easy to do in Michigan that is an at will employment state) and CONVERGYS simply keeps on keeping on. Over $200M in contracts has been awarded to CONVERGYS - GM gets the reward of a good 30-50% of it's core business at Onstar transferred to MAKATI CITY, in the Philippines... sure the employees speak broken English, who cares, they are only tasked with taking calls from GM customers that are fed up with dealing with ineffective, rude, and incompetent employees on the Onstar account in general. Add more insult to injury GM -- read Government Motors. This is really the downfall of the slowest to adapt business, and decisions like bringing CONVERGYS on board to support key business like ONSTAR is exactly why GM is in such a state as they are.
Poor ability to manage the business of manufacturing autos, trucks, and SUV's has led to the splitting of the core holdings, a downward spiral in the servicing of key components like Onstar, and a desparate need to change the leadership and servicing of GM core business.
Think I am just rambling on .... think about it -- GM fails to publish any financial information about Onstar because presumably the ONSTAR business is a private company. Not trading stock on the NYSE allows GM to bury the financial white elephant that ONSTAR is in the companies all to deep pockets.
Other reasons for this collapse, hiring vendors like CONVERGYS that have cheapened the end product, ONSTAR services, to an all time low. Many a time I have heard people say that they would not have ONSTAR even if it was free. REASON: ONSTAR is run by employees that are poorly trained, incapable of caring about the business as the average employee makes $10.50 per hour, and has an attitude from day one of orientation.
Who do you blame -- simple "Human Resources" those all to un-human employees tasked with finding people to keep the seats warm at the ONSTAR call center in Pontiac, MI specifically. The applicant pool is relatively simple, go to McDonalds, get the worst of the employees there, and hire them to support a $200M account as an Onstar Representative.
Technology is the reason that GM made this band-wagon come into existence. They have innovated a technology that was relevant, but madea fatal mistake. Hiring CONVERGYS as the major provider at 3 out of 4 call centers was the biggest mistake. The skill level for the average employee is so poor that simple computer skills must be trained. In today's market of technology, can GM afford to hire such incompetent staff to run this ONSTAR business?
Please tell me I am going to wake up from this nightmare that CONVERGYS has foisted upon the unassuming American and Canadian people who are victims of ONSTAR. Every company has areas that need to be cleaned up -- GM needs to do the right thing, FIRE CONVERGYS, hire a company that believes in the business and WORLD CLASS CUSTOMER SERVICE, and support the account properly. Think of how many good call center agents you could have waiting for calls on ONSTAR if only you fired a few overpaid executives at ONSTAR and GM....
Better still, fire all the "Power-Brokers" at Onstar and GM, it's time for a leaner, meaner, and more responsive ONSTAR and GM to rise to the top. This business of deception thatGM has embarked on is a mess -- get OBAMA-MAN on this one if there is hope of raising the bar in the automotive telematics business. Have GM openly explain their ONSTAR business and it's inner workings to the major shareholders, that's right, Americans now own 61% of GM.....
Time for the sh*t to stop, and for accountability to be the cornerstone of the CONVERGYS and ONSTAR business....
Call Chet Huber, President of Onstar -- surely he'll have one of the Phillipine call center agents take your call and try to explain your concerns, in broken Engrish for sure....
Good luck.... more later.
I was an employee at the minacs' onstar call centre in Canada for almost 7 years. During that time I have seen many opportunities for improvement, but management doesn't care to hear about them. In fact it is considered just cause for disiplinary action if a front line worker draws attention to a problem. The general consenses is that advisors are lazy and unmotivated. Even though Emergency Advisors are trusted with the lives of subscribers, they are not considered responsible enough to use a pen without supervision.
Over the years I have seen a lot of valuble employees leave the company only to be replaced by rejects from local coffee shops, and fast food outlets. It seems clear to me that onstar is happy with this level of service or they would do something about it. The truth is if they were really concerned with their customers they would run their own call centres. By outsourcing they put a barrier between themselves and their customers. If they never hear the complaints, they never really have to deal with them.
General Motors seems to be more concerned with the appearance of quality than actual quality. How long did they think they'd get away with this before people would realize it is an illusion. No wonder they're in trouble.
Convergys I hate you.. those agents jobs are going to the philipines, sucks to be a comcast customer now. both Convergys and Comcast can go screw themselves, they are nothing but sellouts. they are firing agents any way possible across all sites.... moving shift times from day time to night time... no call volume during either shifts. It looks like its the end, I liked the projects at our center screw you Convergys. I can only hope that the customers will speak up and demand the services we provide stay in North America.
I work at Convergys and I have literally seen workers dancing to the muci on the radio, but when I mention soething like how difficult it is to do your job when others are acting in this manner. Are they fired? No. Are they cautioned to stop the unprofessional behavior? Not as far as I can tell. ...so I go to work everyday and deal with people who act like immature junior high schoolers. Such Fun....I used to want to be a model employee, but they made sure they beat it out of me.
Supervisors don't even want to take calls. I worked at this account at convergys, they're all about power trips there. People from Onstar are the worst, I am forced to support with the limited knowledge that I have than to transfer the customer to Onstar because I know that they will be screwed pretty bad there. I don't even want to phone them myself. Talk about raising the bar, glad i left that place
the people that work at onstar/minacs are so unprofessional i worked there for a long time, and it made me sick to my stomach to go to work. The supervisors are losers they are so prejudice. they don't do anything but leave work half of the day and go shopping or go home. They all suck!!!
I worked at Convergys for 1 year 6 months, they kept screwing me out of sales bonuses, screwed my pay over, and never got a raise or even to being promoted. Its a new year and Im moving on!
this is a really crappy place to work...did the charlotte nc office and it was run by a bunch of morons and still is...cheap labor is what you get here...management really sucks, doesnt it andy
I worked at the Minacs call center in Austin and the supervisors do not have a clue how to manage a team. Everything is micromanaged and on top of that they treat you like you are in HS. Specially the supervisors in the legal department they do not have a clue what they are doing most of the time and they only walk around like they own the place trying to find some excuse to get someone fired.
I am still working for them. They are getting quite a bit like the Russian gulags. Wanting me to agree to have them come to home whenever they want too. Making me pay for all the mistakes for mine and theirs. Also, not getting paid for downtime troubleshooing and if I am not here I will not get paid for legitimate time that I was scheduled but their appication did not workl. I only work 4 hours a day. I dont need to be here for 24 hours waiting for tech to call when they never do. Then they are using that as an excuse to now pay me.
I am not a slave. I am free person. They have not right to come to my home when they want too. They have the gall to tell us sale and then when we do , they threaten us to not to game the system while at the same time expecting us to have high sales. They do have a clue waht they are doing. It is the bottom line.
I am currently an employee of 2 long yrs at convergys in lake Mary fl was also employed at the Chattanooga tn off where I was hired and 3 wks later was laid off. Im currently in Florida on the AT&T account. This place is the biggest joke of a company that Ive ever worked. Lately we are suppose to lose attendance points after 365 days most of us recently have seen where our points are no longer showing but our point balance has not changed. When asked he management is saying there is a special calculated and formula for deciding what points u have. This company thinks they're employees are brainless idiots if the total of attendance point is not adding up and not one manager can sit down and explain why. I will not rest now until I post a complaint on every website about this joke of a company. If u apply at covergys beware it's only a matter of time before they screw u over. It's gotten so bad I'm considering taking a pay cut to go somewhere else I'd rather be treated with respect.
I never worked for Convergy's; I was a marketing associate for Sears in 1989, but failed to acheive even a basic sales quota. It is probably a similar story for some of these bellyaching sophomores. At 50, with a physical disability that used to seem mental to cooks, I might as well be mute. I know a man, Joseph, who knew a former Convergy's employee who may be a drug addict.
I work for converygs Denver for the USPS project. Convergys has been THE WORSE!!! company I have ever work for. But I also blame the companies which hire convergys. These companies have to know that their costumers are been treathed like crap! At our site they tell you that you control your own raises, which is the biggest law suit waiting to happen cause it's so far from the truth. They gave us prices, which range from paper printed duck bills to a piece of bread! No, I'm not making this up. Horrible company! Fire people at will, specially the ones that have work for longer time, on purpose keeps it under staff, long waiting times for costumers, which means you're on the phone none stop, and I could go on. Business hiring Convergys, what are you thinking!?!?!?
Working with Convergys in Kansas, can't say I like it very much... The managment is totally clueless half the time, and do not care about customers, only their precious billable hours. Silly really
Convergys "constructively" fires people to hire in cheaper employees.
yesterday i interview by ms?? at shaw boulevard starmall AROUND 12 PM
the interviewer was so perfectionist,all applicats are failed but some of them ,are agents from ader company...THIS IS MY FIRST TIME TO MEET A BULL SHIT GURL INTERVIEWER FROM CONVERGYS...WHAT A POOR COMPANY!!!!!!!!
SCREW CONVERGYS!!! I HAVE BEEN WORKING FOR CONVERGYS FOR OVER 18 MONTHS AND NEVER GOTTEN A RAISE, OR PROMOTION. MY SUPERVISOR HAS BEEN HERE FOR ONLY 2 YEARS AND I KNOW MORE SHIT THEN SHE DOES, BECAUSE I KNOW CUZ SHE ALWAYS CHATS ME AND ASK WHAT TO DO EVERY DAMN TIME. I WONDER WHO DID SHE SCREW TO GET THE PROMOTION. CONVERGYS ALWAYS SCREWS U OUT OF SALES THAT U GET. THE ONE THING THAT PISSES ME OFF THE MOST IS THE TIME SHIT, EVERYTHING U DO IS FUCKING TIMED, AND UR SUPPOSE TO TAKE 8 TO 10 CALLS EVERY HOUR, IN WHICH IS POSSIBLE, AND IF U DONT MAKE THE AVERAGE HANDLE TIME, U GET A POINT THEN WHEN U GET 8 POINTS UR FIRED WHICH IS BULLSHIT. SO DONT GO TO CONVERGYS!!!
Was just terminated from Convergys on 12/30! I have been working in Call Centers for about 20 years and I have to say that Convergys is the worst Center I have ever worked in. Management picks and chooses which Policies will be enforced on any given day. They change your schedule by as little as 15 mins every week, so working a part time job is IMPOSSIBLE. I have a part time job that I have had for over 5 years (Retail - so not a lot of full time positions) and Convergys would not give me an earlier schedule to accommodate my part time job. Even though they knew about it from the beginning. Now, all I want is for my Final Check to be a paper check and not direct deposited - but calling HR Direct is no help because........you guessed it! Foreign Agents whose English is so broken, I'm not sure what they were trying to tell me! If you are truly desperate for a job, go to Convergys (they'll hire anybody), BUT, keep looking for a better job, you'll be so much happier in the end!!
Convergys makes a HUGE profit off training! I believe they need a turnover of 25 agents per month. Which means people need to be fired, or they need to quit. Also it why they try to cross train everyone. Ever notice how you get cross trained for one project, work it for a few weeks, and then go back to the old one? I was fired at convergys because I was pregnant, and I missed days, my sup told me not to call it, that she will see im not there and then cover my day. I had 63 points when I left there, for an inexcusable reason, because I was misinformed by a horrendously stupid TL. What they failed to realize was that I worked 20 hours a week overtime, and I made my $650 bonus for up sales EVERY TIME. My call times were well above average, I was one of the top 25 agents in a call center that harbors 500. In my call center if your not black, ghetto, or severely brain damaged you dont have a chance. Im sorry but call centers are nothing but office politics. You have to be good, or be gone!
I have also been with Convergys for many years, lets say over 8, and have been screwed as well. No raise for the last 6 years. Schedules change as they see fit doesn't matter what you have planned if they decide to change your schedule then it's done and screw your plans. Timed calls, schedule adherence go on your scorecard, but you still have to talk to your customers not matter if they have 1 - 100 different issues, and if it takes you 1-5 hrs there goes your calltime and if you are trying to get this down and tell the customer you can only work on 1-4 accounts which is possible in the allotted time then you repramanded for this. Also schedule adherence what a joke. Stuck on a long call but so be it you missed schedule adherence for the month you fault. Then they hire all these new people who get an earlier start time then you do because they only have one account to work on and your trained in multiple. So all the posts here are right. Some may be people who just like to complain but most are right. Kids get an education and stay far away from Convergys, cause they don't care about the customers or the employees. No extra quirks no matter what you do. Miss time and they will give you a shorter shift to help you show up for work,but come to work and get s%$# on. Never reconized for any good, but always for the bad no matter how small. Go to emergency room and get admitted and lose points on your attendence for it. Have a doc. appt. too bad can't give you time off, so you have to phone in sick and get points on attendance as well. And last but not least someone dies in your family and I am not talking about a distance relative and also get point against your attendence for going to the funeral. Good luck to new employees. The only reason I stay is for the money as I cannot afford to take a lower paying job which even then there aren't many where I Live. Canada because all outsourced to people who can't speak or understand English.
i have been with convergys for 2 years. most of your complaints here is true. my supervisor has a habit of power tripping and even if the HR knows about her attitude she was still promoted to a higher position which is UNBELEIVABLE!! management sucks!!
Does anyone who worked fr CVG know the name of the Program Manager for Postal??
Convergys is a nightmare. Working in fast food was a Swedish Massage compared to the horrors I faced at that sweat shop. They were lucky I cared enough to learn the material and I needed the work at the time to hang around. There is no knowledge that is power there. They only care about hiring someone with a pulse and as for advancement, they will promote idiots who kiss ass regardless of what they know. Everyone else said it nicely, schedules are horrible, forget part time if you're in school, no matter how many times you give your school schedule. You're better off working elsewhere since they will never honor it or it'll take months. Drug use, people dressing like slobs, commission isn't worth the pressure they try to put on you for selling, if you care and practically know more then your TL, you're seen as a threat rather than a competent TL a majority of the time. Boobs dictate all as well. They will give you BS about how you can't be off the phones to assist others off the phone then allow a stacked girl who knows jack crap about a project on, for example. Oh well, I work in a place now that treats me like a human being now. Good riddance.
I AM COMPLETLY BLOWN AWAY AT THE COMMENTS POSTED HERE. I HAVE BEEN AT CONVERGYS FOR 7 YEARS AND IT WAS THE BEST THING THAT HAPPEND TO ME! IVE BEEN PROMOTED 4 TIMES, AND HAVE GOTTEN A GREAT RAISE EVERY YEAR.LIKE EVERY JOB I HAVE SOME SUPERVISORS THAT WERE NOT AS STRONG AS THE LAST, BUT THIS IS MY JOB;I DONT ALLOW THE WAY SOMEONE ELSE WORKS TO INFLUENCE MY ACTIONS. ITS MY PAYCHECK. THIS IS ABOUT 10 COMPLAINTS LISTED HERE. CONVERGYS HAS OVER 100,000,000 EMPLOYEES GLOBALLY. THAT SAYS ALOT. I SEE HERE YOU TALK ABOUT ONSTAR ALOT. CONVERGYS SUPPORTS OVER 800 CLIENTS. THAT SAYS ALOT. NOT EVERY PROJECT IN EVERY STATE OPERATES THE SAME . FUNNY HOW EVERYONE STAYED A YEAR..SOME EVEN 6-7 YEARS. IF YOU WERE NOT GETTING PAID, AND TREATED LIKE CRAP-WHY DID YOU STAY. CONVERGYS IS A EQUAL OPPROTUNITY EMPLOYER. THEY TRAIN YOU TO SUCEED YOU HAVE TO TAKE THE DRIVER SEAT AND GET AHEAD ON YOUR OWN. THEY DO NOT HAND HOLD, THEY ARE LOOKING FOR LEADERS...NOT TO MENTION THEY ARE # 1 IN CUSTOMER SERVICE-GLOBALLY.
From Pharr, Tx — 03/30/2010
Pay: It pays the rent. More than minimum wage, and if you're single, and living on your own, it's pretty okay. Maybe also as a secondary source of income for a family, but I deffinitely don't know how people can support a whole family on just that salary alone. Respect: I rated it as a three. Supervisors there are only going to give you as much respect as you give them. Benefits: I'm going to be honest, I don't really know much about the benefits offered since I'm pretty young (still at an age where I think I'm invinsible, but I'm sure that will pass) The vision benefits are pretty great and not super expensive, from what I hear though, medical sucks. Job security: HA! as with all call center jobs, you are replaceable. Just make sure you are hitting all your metrics and meeting the call center goals, and you can pretty much guarantee your job as long as Convergys doesn't lose your project. Work/Life Balance: ah, this is where things get tricky. You make friends there. As you can see from other posts, it's imposible not to get the two mixed up. just be careful. It is possible to have a life outside of work, but only if you work either the super early shift (6-2:30) or the late shift. Mid day shifts suck because you're stuck at work for 8 1/2 hrs a day. Career Potential/Growth: another big HA! they rarely hire within the company, and when they do, i'm pretty sure there's alot strings being pulled. sometimes there's opportunities to move from regular agent to trainer or at least floor support, but good luck with that. Location: OMG! to look at it on a map, the location is pretty sweet. it's centralized, so alot of different communities can work there, but try not to get the night shift. It's in a pretty sketchy part of town and there's alot of carjacking going on. Co-worker Competence: Some are good, some are just good at not getting caught doing something bad. Most know what they're doing, but since it's such a repetetive job, you'll see alot of cheating the system going on. Work Environment: super relaxed. Like i said before, it's so easy to blur the line between personal and work life. Just don't take advantage of the situation and you'll be fine. This is a job that pays the rent. I would deffinitely not reccomend it as a career, but if your'e serious about it, you'll do nicely here.
Convergys hired me six mos ago and I serviced the Comcast account regarding billing and video (tv) repair issues. The training was a nightmare. They have someone showing you how to do things for 3 weeks with no hands on experience and worse yet, you are not allowed to make a copy of any of their training materials. If you get it, you better learn to write fast. The first few months they seem to work with you trying to get your average handle time to improve and other goals. Then after that every week during "e-coaching" you are berated for not doing this or that. They want your average handle time to be 7 1/2 min. They do not care about customer service. Customers are getting over charged by Comcast and we are supposed to justify their ripoff. For instance, if a customer decides to save a little money and order their equipment and the equipment turns out to be defective, or if their acct has the wrong rate codes and will not work, the customer must then pay $49.95 for a failed self install kit and send a technician to their home. What crap! I have had customers tell how they have been transferred 3 or 4 times when their issues are complicated and the other agents don't want to deal with them. I will never forget a customer who had a disability and spoke rather slow because of a stroke. He said people kept transferring him and he would have to start over every time. I took the time to listen to this man and assured him that I would do my best to assist him. I was able to resolve his issues after about 30 min, and he literally started to cry and tell me that I was the first person at Comcast that had actually taken the time to help him. All Comcast (who is actually Convergys) cares about are the numbers. They do not truly care about customer service. I worked in social work before coming to Convergys and was a director of two government programs and a grant writer. I had a retirement check that I could draw on and was only working here for the benefits (which were pretty good) and a little extra money. I know customer service! Comcast get away from Convergys before ALL YOUR CUSTOMERS ARE GONE.
So this is why no rep has actual IT knowledge recently, when I call Comcast...hm...
Why am I still paying you assholes $200/mo if you don't even PAY AMERICANS A FAIR WAGE TO TAKE PHONE CALLS?
Pathetic...
Convergys can do better as a company. I mean $9 an hr sucks when you are required to do a resolve, take pmt, place order, discourage to leave, hard upsell programming pkgs, equipment, bundles and apologize to customer for their frustration of loosing channels on the DTV program. You better met monthly sale goes or you are written up and subject to termination. A good agent with good morals and values will do their best no matter what but these companies expect agents to do this with little motivation or cost incentive is out of this world. This job is like a pyramid scheme the high press on sales so the TL and GM can get their cut on the Sale. But if the customer removes the programming pior to 45 days the agent gets money taken away from paycheck. I'm sure this process doesn't happen with the TL or GM.
I,work at,CONVEGY and its true they dont traine you and expect u to know every thing and then when u get a cx that ask u something u dont know nobody wants to help u and the basically,tell u to bull shit ur way out pf it and then to top,it off tje people that,call are,super mean and rud
.hey who the hell are you? Filipinos are the best race to speak English across Asia don't you dare mock our race ever again.
"Onstar transferred to MAKATI CITY, in the Philippines... sure the employees speak broken English, who cares, they are only tasked with taking calls from GM customers that are fed up with dealing with ineffective, rude, and incompetent employees on the Onstar account in general."
if it so happen that I saw you here in our country I'll definitely kick your ass.!
I work at convergys in florida jax and believe it is the wost place ever. The managers treat us like animals not people and nothing happens to them. They dont put qualified people to work they put the lower people they can find so they can get on peoples nerves until those people quit
OLDconvergyslackie 2 years ago
I had worked for convergys a year before they canned me they gave me the hopes of job security and then booted me off the poject i worked so hard to educate myself on never got raise