US-BASED Convergys Corp. is hiring 7,000 call center agents over the next 12 to 18 months to support the expansion of its operations in the Philippines.
Andrea Ayers, president of customer management at Convergys, said yesterday the company would expand its Philippine operations by nearly 50 percent with the addition of five new integrated contact centers throughout the country.
‘‘We are constantly evaluating new locations and at this point, based on client demand, we find that the Philippines offers the most advantageous mix of available talent, infrastructure and government support,’’ Ayers said.
She said the expansion would increase the company’s capacity by 77 percent. This would also make the Philippines its second largest operation globally, second only to the United States in terms of number of employees.
After the expansion, Convergys will have a global workforce of 67,000, with about 20,000 in the Philippines.
The Philippines, she said, was the fastest growing operation, and this was where the company was putting up more capacity. It will have 14 contact centers in the country alone after the expansion.
Ayers said the country’s competitiveness lay in its people.
‘‘Filipinos have a high level of proficiency in the English language, strong technical skills and great customer service skills,’’ she said.
Three of the new sites will be in Metro Manila, the fourth in Sta. Rosa, Laguna, and the fifth in Cebu City. These new facilities would bring in 3,995 new seats.
The Cebu facility will have a capacity of 450 seats and will require over 650 employees. Located in the Asiatown IT Park, the facility is set for completion in August.
The UP Science Park call center will have 575 seats and over 850 employees. It will be completed in November.
The Nuvali facility in Sta. Rosa will have 660 seats and would generate over 950 new jobs. It will be completed by the end of the year.
The one in San Lazaro will have 460 seats and generate over 650 new jobs. Located within Manila’s university belt, it will be completed in April next year.
The Glorietta 5 facility in Makati is the largest among the new centers, with 1,850 seats and generating over 1,850 new jobs. It is also set for completion April next year.
Negotiations are under way on these five new facilities, and when those are finalized and completed, Convergys will have nine contact centers in Metro Manila, three in Cebu City, one in Bacolod City, and another in Laguna.
The new contact centers will provide both general support and advanced technical-help desk services to a variety of Convergys clients through traditional voice calling, e-mail and Web chat as well as back-office applications and document processing.
The company is now doing back-office operations, but is still predominantly voice with 95 percent of its workforce still doing voice services.
“We are in a recession-proof business. We present a viable option for companies in the US to lower their costs,” said Ayers, adding their clients generated 15 to 30 percent savings on costs.
Convergys operates 85 contact centers in locations including the US, Canada, the United Kingdom, India and the Philippines. Convergys agents handle 1.7 million inbound calls every day for clients in a wide variety of industries.
Source : http://www.manilastandardtoday.com/
Andrea Ayers, president of customer management at Convergys, said yesterday the company would expand its Philippine operations by nearly 50 percent with the addition of five new integrated contact centers throughout the country.
‘‘We are constantly evaluating new locations and at this point, based on client demand, we find that the Philippines offers the most advantageous mix of available talent, infrastructure and government support,’’ Ayers said.
She said the expansion would increase the company’s capacity by 77 percent. This would also make the Philippines its second largest operation globally, second only to the United States in terms of number of employees.
After the expansion, Convergys will have a global workforce of 67,000, with about 20,000 in the Philippines.
The Philippines, she said, was the fastest growing operation, and this was where the company was putting up more capacity. It will have 14 contact centers in the country alone after the expansion.
Ayers said the country’s competitiveness lay in its people.
‘‘Filipinos have a high level of proficiency in the English language, strong technical skills and great customer service skills,’’ she said.
Three of the new sites will be in Metro Manila, the fourth in Sta. Rosa, Laguna, and the fifth in Cebu City. These new facilities would bring in 3,995 new seats.
The Cebu facility will have a capacity of 450 seats and will require over 650 employees. Located in the Asiatown IT Park, the facility is set for completion in August.
The UP Science Park call center will have 575 seats and over 850 employees. It will be completed in November.
The Nuvali facility in Sta. Rosa will have 660 seats and would generate over 950 new jobs. It will be completed by the end of the year.
The one in San Lazaro will have 460 seats and generate over 650 new jobs. Located within Manila’s university belt, it will be completed in April next year.
The Glorietta 5 facility in Makati is the largest among the new centers, with 1,850 seats and generating over 1,850 new jobs. It is also set for completion April next year.
Negotiations are under way on these five new facilities, and when those are finalized and completed, Convergys will have nine contact centers in Metro Manila, three in Cebu City, one in Bacolod City, and another in Laguna.
The new contact centers will provide both general support and advanced technical-help desk services to a variety of Convergys clients through traditional voice calling, e-mail and Web chat as well as back-office applications and document processing.
The company is now doing back-office operations, but is still predominantly voice with 95 percent of its workforce still doing voice services.
“We are in a recession-proof business. We present a viable option for companies in the US to lower their costs,” said Ayers, adding their clients generated 15 to 30 percent savings on costs.
Convergys operates 85 contact centers in locations including the US, Canada, the United Kingdom, India and the Philippines. Convergys agents handle 1.7 million inbound calls every day for clients in a wide variety of industries.
Source : http://www.manilastandardtoday.com/
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