Convergys opens largest global site in RP
Posted October 22, 2009on:
By Anna Valmero
First Posted 16:33:00 10/22/2009
Filed Under: business process outsourcing (BPO)
MANILA, Philippines— Outsourcing firm Convergys has opened what it claims to be its largest global office yet located at Glorietta 5 in Makati City.
It is also the US-based firm’s eleventh facility in the country housing more than 2,000 seats.
Marife Zamora, Convergys Philippines vice president and country manager, they will house an additional 3,500 Filipino agents inside the 17,000-square meter site, in line with the company’s target to employ 25,000 agents by year-end.
Compared with other offices, Zamora said the Glorietta 5 facility required the largest investment.
Of the 82 contact centers worldwide, 12 are located in the Philippines.
Five more sites will be inaugurated this year, said Clark Handy, Convergys senior vice president for human resources.
Earlier this year, Convergys opened four of the five new offices in San Lazaro in Manila, Nuvali Evozone center in Sta.Rosa, Laguna, UP-Ayala Land Technohub in Quezon City and Asiatown i3 in Cebu.
Convergys will also add 300 more seats each to its centers in San Lazaro and UP Ayala Technohub, which will be inaugurated by January next year.
“The Philippines services over 30 percent of our global clients and more clients require us to do business here,” Handy said.
“The secret to retention of clients is quality service and our customers tell us that when they talk to Filipino agents, they can hear the smile aside from the quality of service,” Zamora said, noting that about 18,000 of our total 70,000 global employees are in the Philippines.
She added that in the customer satisfaction index survey they did recently, clients gave Philippine agents a 4.2 rating in a scale of 1 to 5, with 5 being the highest.
The new Makati site supports both general, advanced technical help desk mostly via voice calling while back office, document processing, financial analysis are enabled through e-mail and web chat or instant messaging services.