MANILA, Philippines - Convergys Corp., a global leader in relationship management and the largest private employer in the Philippines, has announced that it has activated a new, state-of-the-art command center in the Philippines.
This new secure facility further strengthens Convergys’ capacity to monitor and manage the huge call volumes coming into its contact centers and through its communications network around the world.
Located in the premier central business district of Manila, the command center is one of three for Convergys, with the others located at Convergys facilities in Cincinnati and in Gurgaon, India.
At this new facility in Manila, specially trained command center employees monitor the trends and network volume in real time as hundreds of thousands of calls reach Convergys each day.
Communication and coordination are key activities as Convergys specialists then use advanced, proprietary technology to quickly distribute and route these incoming calls to the centers having spare capacity in locations around the Philippines and around the globe.
“Having a command center in each of our leading geographies supports Convergys’ global operating model. Our command centers give us the ability to monitor vital program metrics and distribute calls to any of our 68 contact centers around the globe 24 hours a day, seven days a week,” said Philippine country manager and managing director for the Asia-Pacific and EMEA Marife Zamora.
“The launch of our first command center in the Philippines further enhances our ability to deliver the high-level customer service that our clients and their customers have come to expect from the global leader in relationship management,” Zamora added.
Convergys recently announced that it has added additional capacity to five of its existing facilities in the Philippines and will need over 3,600 new employees.
Citing the outstanding performance of its employees in Philippines and based on overall high client demand for Philippine-based services, Convergys expanded its UP TechnoHub, Nuvali, San Lazaro, Cebu i3, and Bacolod facilities to include 2,300 additional workstations.
Convergys was recently inducted into the Philippine Economic Zone Authority’s Hall of Fame after it won both the Outstanding Employer and Outstanding Exporter three times in each category.
Earlier this year, Convergys also won top honors as “BPO Company of the Year,” the most sought-after recognition at the 2010 International ICT Awards ceremony in Manila.
Since moving into the Philippines in 2003, Convergys has established 12 contact centers - seven located throughout Metro Manila, three in Cebu City, one in Bacolod City, and one in Sta. Rosa, Laguna, and now counts some 21,000 as part of its workforce in the country.