Convergys cites RP as customers’ choice

Convergys Corporation, a global leader in relationship management, said its operations will continue to grow significantly in the country as clients specifically ask for Philippine-based customer service support. The company reported that local operations in 12 sites across the country now handle as much as 188,000 inbound calls daily.

Aside from inbound calls, Convergys serves international clients in industries such as financial services, collections, retail, healthcare, and telecommunications through web chats and email.

“It is clear by our continued growth in the country that Convergys employees in the Philippines share our steadfast commitment to provide our clients with the highest level of customer service in the industry,” said Jeff Fox, Convergys Corporation president and CEO.

Fox was in Manila recently to join senior Convergys officials in welcoming President Benigno Aquino III to its twelfth center in San Lazaro. The latest facility covers 139,000 square feet and holds approximately 2,400 employees.

Convergys is now the country’s largest private employer with over 21,000 employees in 12 sites nationwide. This year, the company was inducted into the PEZA’s Hall of Fame for having won the Outstanding Employer and Outstanding Exporter awards three times in each category. Earlier, Convergys won “BPO Company of the Year” at the 2010 International ICT Awards ceremony.

Fox also came to visit the recently launched Global Command Center in the Philippines. The state-of-the-art facility is one of three such sites for the global company. The first is located in its home base of Cincinnati, Ohio while another is in Gargaon, India.

The command center strengthens Convergys’ capacity to monitor and manage the huge call volumes coming into its contact centers and through its communications network around the world. The command center uses advanced proprietary technology to route calls with spare capacity among different locations in the Philippines and in its other global facilities.

Convergys has made significant advances in technology development to improve its information management and customer management business. The company now holds 229 patents or patents pending for advanced technology in customer management and information management. It recently earned two patents from the United States Patent and Trademark Office. The first patent this year was for the creation of extensibility architecture that assists in the development of software programs for clients.