Job Title: AOL SUBP Agent
Location: Murray, UT
Submitted on: 20-Apr-04
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Workplace
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| AOL SUBP Agent |
The work place environment at Convergys differs from one account to
another. I have worked in three accounts for Convergys and each had its
own personality.
I began in August of 2002 at Convergys Corp.
10975 S Sterling view Dr
South Jordan, Utah 84095
Supervisor Ron Croft
(801) 579-2588
I was employed briefly at the Convergys facility in South Jordan, Utah.
I was in the Direct TV account and I helped customers over the phone to
trouble shoot their Direct TV receivers and work through questions
about their bills. The environment at that account was ROWDY and LOUD.
They had special teams that cruised around the call floor with air
horns honking them and shouting "Sell,sell the NFL"
The training I recieved at DirecTV was, as in all Convergys projects
attrocious. The worst training I got was for the AOL account. It
amounted to little more than giving everyone in the training class high
fives and shouting slogans. The training amounted to playing a group of
psuedo-pschycological games apparently designed to divest the trainees
of all vestiges of rational thought and to replace that funtion with
the belief that they can sell,sell,sell.
The training for the DirectTV account was actual training on the six
different software packages the agents were expected to know and use.
However it was only three weeks long and left out so much as to be
almost useless.
The best training I recieved was for the Hpshopping.com account. It was
better than than the others, but still lacking in some areas. Like the
other training courses, it included out dated materials.
If Convergys were to begin actually training its agents, it could do a
far better job serving their clients, and in keeping quality call floor
personel. I've lost count of the number of good capable people that
have been shown the door because some twenty year old supervisor had
made quality decisions with very poor judgement.
Convergys Corp. 801-579-2588
860 Lavoy Drive
Murray, Utah 84123
(801) 579-2000 Supervisor Brannen Guthrie
I was re-employed by the Convergys Corp. first in the hpshopping.com
account where I sold a great deal of computer hardware for the HP
corporation through their account with Convergys. About March of 2003
Convergys lost the HP account and in June I was transferred to the
newly created AOL account. There I signed up new members for the AOL
internet service and redirected phone calls to the correct
departments. The job began as customer service but I was disconcerted
when I began to see a major move toward what I perceived as a campaign
of misdirection and deceit develop in late 2003. I watched
many "great" phone agents get fired for stupid rule infractions. One
very good example is the new AOL SAVES department within the Convergys
SUBP(Sign UP By Phone)account. The SAVES agents must save 60% of all
cancelation calls that they receive. One recommeded method of retaining
a customer is to hang up on them so they cannot cancel their AOL
service on that particular call.
By February 2004 I was convinced that I did not want to associate with
a company of such questionable ethics and terminated my employment with
Convergys/AOL.
I'm trying to be fair about Convergys. I have spoken to agents in the
Bayer account who would never leave the company by choice. I might also
mention that the Bayer account has an eight week training period.
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