IT solutions hasten Convergys expansion

Convergys Corp., a global leader in relationship management, said its IT-based customer support solutions and the country’s technological infrastructure augured well for its rapid expansion in the Philippines.

These solutions are part of Convergys’ Relationship Management Technology Business Unit.

Convergys has announced its expansion plan, including five additional contact centers in the country within the next 12 to 18 months.

Three of the new sites will be located in Metro Manila, one in Cebu and one in Sta. Rosa, Laguna.

The expansion is expected to employ up to 7,000 people at full capacity, bringing a total of 20,000 Convergys employees in the Philippines.

The company currently has nine sites operating in Metro Manila, Cebu and Bacolod City.

Each center offers general support and advanced technical help desk services through traditional voice calling, e-mail, and Web chat as well as “back office” application and document processing.

Although the number of workstations varies per site, Convergys designs facilities to optimize customer support and the work experience of its employees.

Convergys sites include contact center floors, recruitment and training rooms, an advanced language laboratory, and other facilities.

Each contact center is closely integrated into Convergys’ state-of-the-art Global Assurance Network, a high-tech redundant global system that ensures the stability of the telecommunications network.

This gives Convergys control of its end-to-end operations and processes, just as the company has in North America, Europe and India, and gives assurance of 100 percent redundancy and flexibility for clients. Customers are thus given assurance of enhanced customer service every day, 24/7, all year round.

“With the assistance and partnership of local governments and agencies such as the Board of Investments, the Department of Trade and Industry and the Philippine Economic Zone Authority, Convergys has been able to establish sites in prime locations with ease and efficiency,” said Marife Zamora, Convergys vice president and country manager.

“These sites are not only equipped with the necessary infrastructure, but have made us accessible to a large pool of skilled, English-proficient professionals,” Zamora added.

“We hope that with continued support and commitment to maintaining and growing infrastructure, the business will continue to thrive in the Philippines,” said Andrea Ayers, Convergys president for customer management.

“As a global company, we provide an opportunity for the staff to build a career and a future by participating in our development programs and opportunities that can include international assignments and participating in cross-cultural teams,” Ayers said.