Convergys to open 2 contact centers in RP

Two integrated contact centers will be opened in Manila by a leading integrated billing, employee care and customer care services company.

Convergys Corp., touted to be the largest, outsourced contact center services provider in the world, made the announcement shortly after the president of its Customer Management Group, Jack Freker, met with President Arroyo the other day during her US state visit.

Freker discussed the details of Convergys’ investment in the Philippines with Mrs. Arroyo who, in turn, thanked and welcomed the company as a new and important corporate partner in the Philippines’ economic development.

Convergys is now constructing its facilities in the premier business districts of the cities of Makati and Pasig. Each contact center will consist of six contact center floors with recruitment and testing areas, four training rooms, a modern language laboratory, conference and meeting rooms, administrative areas and a cafeteria.

Once completed, the contact centers will provide both general support and advanced technical help desk services to a variety of Convergys clients via voice calling, e-mail and Web chat as well as "back-office" application and document processing.

They will also render customer support programs 24 hours a day for Fortune 1000 companies in the financial services, communications and consumer product sectors.

No other company has the unique combination of expertise, capabilities, and record of accomplishment that Convergys brings to designing, implementing and managing effective customer care solutions for its clients.

Full employment at the new contact centers is expected in the next 12 to 14 months.

"Our initial contacts with the potential workforce in the Manila area have reinforced our strong belief that the Philippines offers a motivated workforce of highly dedicated, well-educated, English-speaking professionals and the infrastructure needed to deliver world-class customer care," Freker said.

"In fact, we hope many of the dedicated customer service representatives we will train and hire in the Philippines will consider remaining with Convergys as their career," he said.

"Given Convergys’ extensive experience as the largest, outsourced contact center services provider in the world, we will utilize the Philippines’ pool of talented individuals to deliver consistent, responsive and cost-effective customer care across multiple channels for many clients," he added.

Convergys has already hired about 15 members of its management team, including human resources, information technology, facility management, finance, training and operations staff.

The initial group of 60 customer service officers is currently being interviewed and will commence training in August.

"The friendly acceptance of Convergys and our initial on-site team by the Manila community and hundreds of prospective employees has been excellent," said Marife Zamora, Convergys general manager in the Philippines.