Sunday, 29 August 2010

Convergys upgrades RP command center

Manila Bulletin

Convergys Corporation, the largest business process outsourcing (BPO) provider in the country, has activated a new state-of-the-art command center in the Philippines that has the 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.

Marife Zamora, Convergys country manager and managing director, AsiaPac/EMEA, said the launch of the company's first command center in the Philippines further enhances the country's ability to deliver the high-level customer service that their clients and customers have come to expect from the global leader in relationship management.

“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, 7 days a week,” she said.

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.

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 Philippines-based services, Convergys expanded its UP TechnoHub, Nuvali, San Lazaro, Cebu i3, and Bacolod facilities to include 2,300 additional work stations.

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