Convergys is a joke! Training's not bad. You in training for 6 weeks or so, but it's fun. I do wish they had spent more time training you to use the systems just because there are many of them and they get complicated, but we didn't get our passwords until 2 weeks before we were on taking calls. In training, they stress you're not a salesperson and your primary goal is to help the customer. That makes sense. No problem there.
What I have a big problem with is once you enter the floor and start taking calls, the rules all change. Nothing you learned in training helps because these rules are not valid. You're told to warm transfer in training, you're told by your direct superior not to warm transfer even though 5 different work documents say you should. You're pushed into trying to make sales. I'm sorry, but I put myself in the shoes of the customer and if my service is shotty, I don't want to add another right now - especially if you're not able to fix it for me! I'm not going to sit there and pressure some poor old lady on social security into buying overpriced phone service when I just told her I'm going to charge her $50 for a tech to come out and take a lot at why her internet has gone down for the 5th time in a week. It would piss me off if I were her. Another thing they stress is keeping your handle time down. You get paid to take calls, it makes sense that you should get to as many as possible. However, when you're troubleshooting internet and a 90-yaer-old with a recent hip replacement has to do acrobatics just to unplug a modem or a 5-year-old computer has to be reset, I'm going to wait. The customer just spent 5-10 minutes on an automated server to speak to a live person. I'm going to help them! Instead, they threaten to fire you because your average call time isn't under 9 minutes. It doesn't matter that I fix the problems of nearly 99% of my customers. Instead, I get told not to help them with certain things because "it's beyond the mark of my demarcation," meaning it's a waste of my time and you're too stupid to do it yourself. Lastly, it'd be nice if we could get a little more help on the floor. You raise your hand for help if you've got a question. Then, you get ignored for 10 minutes with your team lead staring at you, but doing nothing. That kills the handle time they yell at you to keep down. You also get yelled at for leaving your customer on hold for longer than 2 minutes at a time.
They have unrealistic goals and lie their butts off about how great the job is, but then they change everything, take stuff away, and provide plenty of criticism and complaints.