Posted On April 16th, 2013
Global customer management outsourcing business Convergys has announced that it is to take on 1,000 home based call centre agents in The United States within the next 60 days. This may seem alien to The UK where the home-based call centre agent model has failed to take off. However, within Convergys Home Agent team is one of the fastest growing parts of their business.
The growth of Convergys in recent years has been mainly due to their large offshore presence in Asia.and so this large addition of US based jobs will be greeted positively by many in the country. Convergys are one of many companies with a large home based agent pool who tend to be based in small towns and villages across the country. In The UK, the home agent model has been less successful with a number of companies offering this as a solution but very few clients wishing to go down this route. Concerns about data security and the management of home based agents are high on the minds of the British buyer but some companies such as Live Ops have made this a very successful option State-side.
As a leader in customer management for over 30 years, Convergys is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Every day, our nearly 75,000 employees help our clients balance the demands of increasing revenue, improving customer satisfaction, and reducing overall cost using an optimal mix of agent, technology, and analytics solutions. Our actionable insight stems from handling billions of customer interactions annually for our clients.