Job Responsibilities
Well with Convergys as a customer service Rep duties are as
follows: Greeting customers on incomming calls, answering
questions in reference to cusomer billing and billing issues,
questions and issues with wireless service or lack of service
areas, delaing with technical questions and issues with wireless
telephone equipment, deescalation of irate customers who are
very upset due to service or billing issues and addressing the
issue to solve in a manner acceptable by both company and
customer.
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Job Requirements
Education requirements are basic High school and previous
customer service experience. Convergys does provide a faily
extensive training course setup to educate possible new hires on
the ins and outs of the business and account the individual
center has. There is alot of information to cover in a
realativly short period of time while in training, training
would mean alot more to new hires if the training was broken
down with some practical online experience inbetween training
modules. All classroom learing and then practical experience
does not allow the individual to apply waht was taught in the
classroom. There is not a whole lot of room to improve yourself
with the company unless of course you are the type of individual
who does not question any company policy and just do as the
management says without ever questioning any aspect of their
decisions. The workload is unacceptable and you are expected to
meet projected targets of productivity when actual circumstances
do not allow for such targets to be met without sacrifice to
customer service quality. Its all about statistics with
Convergys and there is not logical planning.
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Uppers
The greatest aspects of the job: Dealing with public and solving issues for the
customer, Satisfaction that you have ability to resolve and issue the customer
is
having, meeting new people and positivly effecting their lives.
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Downers
The worst parts of the job are: 90% of all incomming calls
recieved are starting negative in nature, de escallation of
irate individuals that no matter how the issue is handled they
may not be satisfied, dealing with people who expect the un
obtainable, overall stress of the whole volume of expected
targets and statistics.
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Lifestyle
My advice for anyone wishing to work for Convergys is basically
be carefull of your mental health and at the first sign of
mental stress resign. If you ask for a leave of absence you will
most likely get fired for "other" reasons and expect alot of
unreasonable expectaions of you on a daily basis and a very
unique and stressfull workplace. There is also little to no
communication within the company between employees and
management and also between management and upper levels of
management. If you do choose to work for this company direct any
questions or concerns you have directly to the site manager and
do not follow the "chain of command" as your issues will never
be taken seriously if even dealt with at all. Do not route
issues or complaints through Human resources within the company
as that internal depatment does not have the time to properly
address the issues you may have. Always report to the top
management figue to achieve any type of satisfaction if you
infact get any at all.
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Compensation
Salary With convergys was competative to that of other companies
of similar work. There were stock options if you choose to
accept, benifits were fair and at shared cost between employer
and employee. Bonuses were very attractive but were discontinued
shortly after I arrived. Overall Convergys is very fair and
competative when it comes to Salary, benifits and vacation.
However this is the only fair thing about this company, employee
relations with the management is non existant.
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Advice to Jobseekers
My advice for anyone wishing to work for Convergys is basically
be carefull of your mental health and at the first sign of
mental stress resign. If you ask for a leave of absence you will
most likely get fired for "other" reasons and expect alot of
unreasonable expectaions of you on a daily basis and a very
unique and stressfull workplace. There is also little to no
communication within the company between employees and
management and also between management and upper levels of
management. If you do choose to work for this company direct any
questions or concerns you have directly to the site manager and
do not follow the "chain of command" as your issues will never
be taken seriously if even dealt with at all. Do not route
issues or complaints through Human resources within the company
as that internal depatment does not have the time to properly
address the issues you may have. Always report to the top
management figue to achieve any type of satisfaction if you
infact get any at all.
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