• Report: #907955

Complaint Review: convergys

  • Submitted: Sat, July 07, 2012
  • Updated: Sat, July 07, 2012

  • Reported By: prisonertoconvergys — st louis Missouri United States of America
convergys
arnold mo Internet United States of America

convergys call center, Internet

*UPDATE EX-employee responds: I loved working for Convergys

*UPDATE EX-employee responds: Shady appears to be an overall feeling by many

*Consumer Comment: AT&T Doesn't Care About It's Employees Either.. Which is Why they Hire These Shady Companies...

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Convergys is one of the most cold hearted places i've ever worked at. they set unrealistic goals for their agents. i dont know why att still continues to hire them for their projects. they dont care to fire you over not meeting these goals and put your family on the streets. i dont understand why they continue to hire the team leaders that they do but they are uneducated ignorant people.

they dont care about you as an employee. They only care about you as an employee number. dont work for them. biggest waste of time ive ever made made the mistake of working for. they expect you to have a huge "save rate" in their cancellation dept. in other word if you work for the att "saves" desk through convergys, they expect you to not cancel lines. whatever. dont waste your time here.

This report was posted on Ripoff Report on 07/07/2012 02:14 AM and is a permanent record located here: http://www.ripoffreport.com/r/convergys/internet/convergys-call-center-Internet-907955. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE EX-employee responds

I loved working for Convergys

AUTHOR: RoPa - ()

As a former employee of Convergys, I have to disagree. I worked there for 2 years and I have nothing but good things to say about them as a company. The best bosses I've ever had in my life were the team leaders I had at Convergys. They worked to help me develop my skills, they helped me in areas where I wasn't doing as well as I could've been, they were always professional and kind, and they always worked to motivate me to stay focused and do my best. They acted as mentors, and I learned a lot from them. As with any job, there are things that I didn't like to do or policies that, were it up to me, could've been improved upon, but that's true no matter what company you work for or what type of work you do. I think Convergys is a great company and I told several of my friends about it when they were looking for work.

 

The kind of work people do at Convergys is not for everybody. And you know what? There's nothing wrong with that. As with any job, there are certain requirements. The requirements for most jobs at Convergys are centered around sales conversion rates and customer retention rates. People are absolutely expected to make sales for the clients, retain clients who are thinking about cancelling their accounts, save money, spend money, and address all manner of customer issues. In all of these areas, you have to have a certain skill set in order to be successful in meeting the requirements of your job. If you don't meet the mandatory minimum sales conversion rates, or in your case, the customer retention rates, then they will let you go, and you sign a job offer acknowledging that stipulation before you even get started. The requirements are all very attainable for people who are right for this kind of work (and it helps to have some experience in this industry).

 

When a person fails to meet the requirements for their job at Convergys (of which there are many, no doubt), they don't just fire you. Your team leader pulls you in for coaching, both one on one and in groups. In the personal coaching sessions, your specific areas of need are addressed. They ask why you're having problems in those areas and they give you suggestions to improve. If you don't improve, there's a whole series of steps aimed specifically at helping you, and they're good, helpful steps. If after all of that, which will keep you in your job for weeks, if not months after the issues arise, then, yes, eventually, you'll be terminated. That's unpleasant, but it's not unreasonable.

 

I've never worked for a company who tried so hard to bring all of their employees up to their standard, who were so encouraging, and had so thoroughly designed methods to develop the skills of their employees. If a person can't meet their job requirements after all the work that Convergys does with them, then that generally means this is not the right kind of work for you and that you have a skill set that would be better utilizied in another industry. Again, there's nothing wrong with that, but it's certainly not the company's fault. I left Convergys because although I was good at my job (I was promoted twice, and my team leader was working on getting me promoted again), I burned out. It turns out that that type of work isn't exactly right for me either, but it's not their fault.

 

This company trains people so thoroughly, treats people so well, and advances such great leaders - all of which is difficult to find in this industry. My experience was that Convergys really cares about their employees, but they won't keep people on who aren't well-suited for these jobs. Plus, you get full benefits from day one (and they're affordable!), paid vacation, days allotted for unpaid time off, monthly performance bonuses, and there's room to advance. I'm sure I sound like a sales ad for Convergys at this point, but seriously, what more do you want from a company who only wants to employ people who can help them to be successful and can please the clients? They're a business so they're in it for the money, but they do it right. You don't say that Convergys actually did you wrong. You say in your own complaint that you didn't meet a key requirement for retaining your client's customers, so they let you go. They're not wrong for that.

 

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#2 UPDATE EX-employee responds

Shady appears to be an overall feeling by many

AUTHOR: KNickelD - ()

Oh, where to start.... I am very disappointed in my employment experience with them. About a decade ago I worked for Bellsouth and for a young woman made a nice paycheck. It was a very stressful job with all of the normal customer service frustrations but it could become soul draining because of the expectations the company puts on its employees. I understand a business is about making money but I have always found it to be very difficult to provide someone with a true and complete customer service  experience when you are demanded upon to sell...sell...sell. The one good thing back then was that the training was 4 months and they made sure the employees knew exactly what they were doing when they started accessing Real peoples accounts. After working with this company I, as an At&t consumer, am appalled at what goes on within the company.

The training was supposed to be 9 weeks and really was a big joke. It literally felt like they just dropped us out in the middle of the ocean and said, "ok, now swim your way back." I made sure early on to take good notes and to also note everything that happened each day, such as technical issues. That was one major thing that happened almost on a daily basis with numerous people. Convergys motto seems to be that it will always be the employees server issue, unless the person fights it and demands further testing to prove otherwise. In the mean time you are constantly having to clock out for the numerous trouble issues and you are not getting paid when the problem is on your side. I found many inconsistencies in my paid hours and spoke with other employees that had the same issue. And I apologize in advance to any At&t customers whose accounts I screwed up.  I always want to ensure that I am doing my job correctly and efficiently. I am an assertive person and believe in being direct about things and spoke up on numerous occasions but it always fell on deaf ears. It was almost comical just how blatant their lies would be or the nondisclosure of information.

I was not making anything close to what I was a decade ago and that kinda sucked but I was happy to have a job and actually had to invest a bit of money into it. I tried my hardest to stick it out, in hopes that maybe it was just the training portion that was so disorganized and production would be better, but it just continued to get worse. A week before I actually quit the company I tried to quit and told both my team leader and a coach that I was finished and could no longer deal with their business practice. It was pretty much a normal day where I am assisting one of many customers who has a handful of pretty complex issues to address and that I have never in my life used or seen the systems and details on resolving their issues and the team leaders and coaches are not getting back with you in chat or when they do get back with you its only to refer you to an article checklist that you are required to have already gone to anyway and then you end up having the customer on your line for over an hour and by that point you have already failed because the company expects you to have handled and resolved that call within 12 minutes and you didn't make the company any money because the customers were ticked off at the service they had been receiving. My boss asked me to sleep on it and then never made any mention of it again, almost acting as if it never happened. When speaking with the managers they seem to always be reading a script and their enthusiasm appears fake and forced. There were many other issues that I could go on and on about but this is already long enough. The bottom line......if you want to be overwhelmed with expectations that you will never be able to achieve and work odd hours that allows you to have no life during the week and make just above minimum wage - then this is the company for you.
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#3 Consumer Comment

AT&T Doesn't Care About It's Employees Either.. Which is Why they Hire These Shady Companies...

AUTHOR: ilic - (United States of America)

I use to work for AT&T providing Uverse Technical Support. I also worked through a contractor. AT&T really is no longer hiring directly for many positions due, in my honest opinion, to the Union. Also they want to cut costs such as benefits. When I was hired  it was so crazy. They placed higher expectations on the contractors and Temps than they did on their own employees. We were forced to do mandatory overtime and I worked around 14 hours per day.

I worked directly in the AT&T building with many others who were contract. They would schedule our lunches and breaks to be completed within the first three to four hours of our shifts. That left us to have to work around 10 hours with no break. Even if we left our desks to use the restroom they would write us up. There was always several different people and departments listening to your calls and each department would tell you to do something different. It was awful.

Soon, work became slow and when it did the contractor I was employed for immediately terminated over half the staff. Suddenly. With no warning. And they tried to fight everyone's unemployment for misconduct.  But they made a mistake. They had fired so many people in such a short time the unemployment office knew it was a layoff.

AT&T is a shady company. I saw how we were treated and how they treated their own workers. I thought about getting with Convergy's but they did not pay anything. Only $9.00 per hour. I was shocked. One reason they pay so low is because a person works from home.

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