Business process outsourcing giant Convergys, the global leader in customer management, is expanding to Mindanao with the planned opening of its newest site in Davao by September this year.
Convergys Philippines vice president and country manager Ivic Mueco said the Davao site, the firm’s 22nd in the country, will be hiring 800 employees.
According to Convergys president Andrea Ayers, the firm currently has 35,000 employees in the country or 44 percent of the firm’s 80,000 global headcount. Convergys is commemorating ten years of Philippine operations this month as it maintains record growth in both employee numbers and contact center sites.
“We are honored and proud that Convergys continues to be the Philippines’ largest private employer. The superior service delivered by our team here and around the globe enables us to sustain growth and build stronger relationships with existing and new clients. As an industry leader, this allows us to lead in job creation and in providing opportunities for people to grow,” Ayers said.
Convergys senior vice president and managing director for Asia Pacific, Europe, Middle East and Africa Marife Zamora said “the Philippines has emerged as a top-notch destination in providing customer management services to Convergys clients from North America, United Kingdom, and Australia. Our biggest advantage continues to be the availability and high quality of Filipino talent.”
Mueco said Convergys is also announcing its other expansions, consisting of eight operating sites that they have not formally dedicated. These are Alabang 2, Alabang 3, Bacolod 3, Baguio, Cebu-TGU, Megamall, MDC-100 in Libis, and Cebu 5.
She said Convergys will continue to expand its operations throughout the country, noting that “the Philippines is No. 1 in the world in voice-based customer service; so we see continued strong demand for voice-based work.”
Ayers pointed out that the global trend is now pointing to an increase in call complexity. “As customers handle simpler transactions through self-service, customer service calls are becoming more complex, which impacts the kind of talent we need, and the level of training we provide,” she explained.
Thus, Mueco said that, “as part of our commitment to help improve employability of the talent pool, we have a free program called Near-Hire Training. It is a communications training that helps improve chances of success into getting hired for Convergys.”

Source: Manila Bulletin - August 10, 2013