Overall Reviews at Convergys
Advisor T1 | Remote | Dec 28, 2019
Great.. if you are robotic and numb of mind.
The "interview" was supposed to take 30 minutes minimum. The entire thing lasted 14 minutes. A couple mundane questions and a job offer. The recruiter said they were not at liberty to tell me the company I would be doing the job for. I received a few emails directing me to their website to fill out different forms electronically, read through some documents etc. Received an email from a company that I had to travel to in order to complete a i9 form. Another email from the recruiter saying I would be receiving more info via email regarding training, from my trainer.
The evening before I was to start training, I received an email giving me a link of a zoom room to log into to start training. Once you show up, you are welcomed and sent to different rooms for orientation, this that and the other. Very confusing. This is all done on your personal PC. They send you a work computer to arrive the following day, then you spend the next day getting it set up, all the links and apps you need to work. Setting up user names and passwords. The third day, you go to their "concentrix university" and start taking self paced introductory courses. All slides and sound clips. Very easy.
Now to the actual training. Trainer was nice and professional but they do not train you in what you will actually be doing very well. That is all glossed over here and there. It's mostly slide shows, a few videos here and there and it's mostly about the company you are contracted to work for. Fast forward a...more
ProsPros? Days off away from this is the only pro I can think of.
ConsRead my post, that should say it all.
Customer Service Representative | Albuquerque, NM | Dec 1, 2018
It was great at first, then starts to wear thin
Convergys's Sam's Club contract was described by the company as little pressure, that we would have a lot of freedom and flexibility with how we deal with the customers and what we can do to make them happy, that front line would not be a demanding position and that a lot of calls would simply be transfers to the correct department or small value returns.
We were fed a boat load of lies by Sam's Club and Convergys, I guess.
At first, we were allowed to take a few minutes of aftercall to create reports for every incident. That is how I learned to do my job. It allows me to pay full attention to the customers needs without getting distracted by the report and having to type it during the call. It works very well for me. I type important notes during the call in a note pad, and then after the call i give a minute to think of what I did well, what I did wrong, and then I type my report. I do not exploit the system and average 3-5 mins for most calls. Difficult and important ones can take up to 10 minutes. It's right to take the time to create a detailed report if it's needed. All in all, I spend approx. 1-1:30 hrs/day writing reports.
Recently because people have been exploiting the system and using it to do nothing. The top management recently told the trainers that there are many employees that spend almost half the day, 3-4 hrs in aftercall or hiding in aux, so instead of punishing the people that are blatantly abusing the system, we ALL get yelled at every ...more
ConsBroken promises, poor management
Customer Service Representative | Tampa, FL | Jan 6, 2019
Make This Place Your Very Last Resort!
I recently, and briefly worked for this company as a Seasonal CSR. As others have pointed out, this place is extremely unprofessional!
The very worst that East Tampa has to offer!
Although Convergys/Concentix (whichever they call themselves) claims to have a dress code, it's not enforced at all. The vast majority of the employees come to work dressed like they either spent the night hanging out on a street corner, or just rolled out of bed without bathing or properly grooming themselves.
Individuals go outside and smoke marijuana, then, they come back inside the building smelling just like it. The parking lot is full of trash, and physical altercations happen just about every single day!
While I was in training, I could never concentrate due to all of the noise being made by several of the young, immature, attention seeking individuals. They used profane language, spoke about inappropriate acts, and had constant outbursts!
I could go on, and on with these descriptions.
The trainer could not control them, and sometimes, seemed as if he wasn't even trying. Let's face it, they acted this way because they could.
Since I wasn't permitted to learn anything, at times, I would sit there and simply observe their behavior. All I could think to myself was, "Someone definitely failed these people during their formative years."
To some degree, I actually felt sorry for them. 9 times out of 10, most will never change. Every place they go, trouble will follow,...more
ProsThey will pay you to be there.
ConsYoung, immature coworkers. Horrible management.
Technical Support | Remote | Nov 6, 2019
Run while you still can!
Where do I begin. I worked as a IOS tier 1 advisor for work at home. The training program if you want to call it that, was horrible and rushed. For the apple campaign, you must score an 80 or higher for the exam. The training consist of a bunch slides day in and day out for 8 hours. Make sure you eat because that training program will have you hungry with only a 30 min break. The email and time clock system they use is deficient. Their tools are always down which causes people to be shorted by their hours and pay. The trainers always had to correct people’s pay and sometimes the pay still came up as short. It was just a mess. I get that technical difficulties happen, but not everyday. Sometimes you can’t even clock in because their time clock system will not load. The system sometimes marks people as no call and no shows on those who has attended everyday in training or nesting class. This may be done on purpose.
The recruitment process was a hot mess as well. The company representation of the NC recruiter was terrible. She was handling her business like a boot camp Sargent. Her personality was like one too. Who sends emails to candidates inboxes at 2 to 3 am in the morning? That was the first sign of how unprofessional this company is. Then they want you to drive a 100 miles to a i9 physical location. Most work at homes have a system or an online government site in where you can submit it online. Can somebody say waste a time and waste of gas?? They have you spend all t...more
Senior Advisor | Remote | Oct 19, 2019
They set you up to fail
When I started this job, we were provided three weeks of training before we were let loose on the phones. Yes, it was scary at first, not being particularly comfortable with the products we were supporting. Over time, that comfort level increased. During my tenure here, I've had a couple of really good managers... the kind who inspire you to come to work every day and to go the extra mile. They treated their teams as adults and with respect. In return, they got stellar results from their people.
I've also had a couple of team leads who made me really question whether I wanted to continue to work here. The first I had early on, but not for long. The second one I've had for much longer and I am once again questioning whether or not I want to continue working for this company.
One of my responsibilities is to be knowledgeable about not only the products I'm supporting, but about the ever-changing procedures used to support those products. That information comes down in the form of emails. It's nothing to come back from a weekend only to find your inbox has 40 or 50 unread messages. We are given just 5 minutes at the start of our shift to go live on the phones. That hardly seems enough time to see what's changed. We're told to check emails between calls. There is literally ten seconds between calls, and the email system logs you out automatically every five minutes, whether or not you're actually using it.
We're allowed up to 30 minutes of offline time a da...more
Specialist | Remote | Nov 19, 2019
So the lies start before any of us actually got hired. It all started when the job was advertised as customer support; we got into training where it was revealed to be a sales position. If I knew it was going to be sales, I would've applied somewhere else.
Later they told us we would get to keep the schedules all of us were given in recruiting, which they backpedaled on once production started. We did get the promised schedules after a bunch of people threatened to quit at the very least.
Training was a joke. It was 8 hours a day of slideshows and what I like to call "corporate kool-aid." My trainer pretty much shilled for a certain company named after a fruit the entirety of any given day. At one point she proceeded to talk about how the boxes the products came in were perfect and designed by engineers to be incredibly satisfying to open, unironically. The customer service part of the job was swept under the rug in favor of making essentially used car salesmen considering the actual quality of the products being sold. And to top it all off, we were on camera for the whole shift, minus break/lunch, of course. Other training groups did not have to be on camera, I might add.
At one point I was encouraged to lie about my personal life to relate to the customer in order to sell them something. Which may not be that big of a deal, but it was very jarring.
This part isn't necessarily a lie, but it comes across as dishonest. On multiple occasions I requested a day off ov...more
Customer Service Representative | United States | Feb 6, 2019
WAH is not what it is cracked up to be
I have worked here as a work at home agent since 2018. I have been at the company for close to 6 months. Training is about 3 weeks with a week or so of transitioning on the phone. My trainer was awesome but there was a lot of information left out. Simple information that should have been given. There should be a test version of the system we need to use. They show us how to look up the information but there is no way of doing a role play correctly. A big part of the requirements of each call was given to use about a day before we went on the phones.
When you need help with answering a question you do no have the answer to you can reach out to a Coach and they 95% of the time are completely useless. Convergys/Concentrix now is big on what the client wants and they have a resource you can look information on and they say that is the answer to everything and that is not the case. The Coaches are rude and condescending and talk to you like you are a moron but we are expected to not act the same way. Management is a joke at least mine is. I have a team leader who has no idea what they are doing. Same story about talking to you like you are a moron and condescending. You have to contact them multiple times and still they mess it up about 6 times before getting it right.
Not all is bad, there are team leaders out there that are awesome as well as some coaches too. But the majority of them cannot be bothered and I am sure that has something to do with the low pay. This is a w...more
ProsVGH, PTO, WAH opportunities
ConsLack of leadership, rude and condescending coaches when needing help, low pay, Client runs a horrible system.
Sales Representative | Longview, TX | Sep 29, 2018
Do not recommend.
I worked at Convergys for 5 months. The management style was terrible. One manager would give you specific instructions and then another leader would turn around and get mad at you for doing what you were told. It seems as though no one is on the same page there and you never know what rules to go by.
It is a sales position and very competitive. If you were a good seller you were treated differently than those who weren't. One week I did really good on sales and they were a lot nicer to me that whole week. Yet when I started struggling again they weren't nearly as nice.
It was many times difficult to get someone to answer your questions and believe me when having this job the questions are endless, and it doesn't matter how long you've had the job there will always be new scenarios. And it's stressful to have a customer yelling at you on the phone and no one helps you figure out how to fix the situation.
Another thing you need to be prepared for is multitasking. Even though an angry customer might be yelling at you about their phone bill, your manager might be yelling at the same time. Many times I would try to tell my customer to hold on a minute and they would escalate even more, all the meanwhile my manager would be yelling at my whole team because we weren't selling enough Tv service.
The sales part was difficult, you many times feel like you are shoving it at people who clearly don't want it, and even if you couldn't solve the issue they called in...more
ProsA guaranteed same two days off a week
ConsBad management, stressful environment, angry customers, no promised sales.
Customer Service Representative | Remote | May 2, 2019
Very Poor Management
I won't discourage you from applying and working for this company. Truth be told, I was hired at a time when it was so hard to find a job and I had too many bills due. For that I am thankful. In a short amount of time, I caught my bills up. That being said, management here is nothing special. Its all about who you "know" and how much kissing butt you're willing to do. Even the best kissers will find themselves without a job or constantly "threatened" to be dismissed if your metrics don't come up. The metrics is a joke, It has very little to do with you and your performance. If you pucker up however, the managers and team leads may "promote" you to a sneed or peer support. But don't stare down a long nose at everyone else because the truth is you're in no better position. You're sent in to do the dirty work and when that works gets beyond your scope, you're fired, demoted or leave on your own due to the same frustrations as other agents. Those frustrations are usually from lack of training, support and being talked down to worse than any kid these days would stand for. You're told the campaign ended but then you're labeled "Terminated" and they do it in a way to stop unemployment benefits. While I only made 10.00 per hour, there were opportunities for overtime and that was good. I managed to make at least 800-1000 every two weeks. I changed team leads twice in a three month period and the last one was horrible. She is the one they send in to "terminate" and she does that very ...more
ProsIts a real company that offers a real paycheck
Consread the entire review above and then read it again
Senior Customer Service Representative | Lynchburg, VA | Dec 28, 2018
Horrible Experience - lynchburg VA
While the first few days of training wasn't horrible, one trainer was great another was completely unprofessional to include talking about her ex and why she transferred to the area. No paper, phones, pens, coats (even in the cold) was allowed in training or on the production floor. Training mostly taught how to navigate computer systems and what they were used for. Failing HIPAA was the most talked about thing because 3xs and you were fired. There was no ACW (after call work) beyond 2 mins or your name was blasted on the workfloor CHAT that was supposed to be for getting help on processes but was completely useless. TLs (Team Leads) were based on who used no ACW or were call center Leaders favorites. Some TLs didn't deserve to be leaders because they had no people skills and knew less than the tier2 agents. The SMEs that helped out during transition should all have been Team Leads because at least they knew something. You were informed that bathroom breaks were only to be taken at 2 fifteen minute breaks or 30 min lunch or you had better get a note from your doctor. If you were 1 minute late from lunch or coming in to work, you received these "adhocs" or notifications (reprimands) that you had to acknowledge that you were late from TLs but could never get any help to real questions on actual resources to help with your job. There was no use of cell phones while walking on the carpet. Work schedules changed every week, never consistent. There was only 1 bathroom for the enti...more
Pros$12.25 hourly pay
ConsLack of good leadership