Tags: Outsourcing, Technology Industry
By Anna Valmero
QUEZON CITY, METRO MANILA – Highlighting the country’s role in its global operations, Convergys Corp. opened its first command center in Manila to monitor and manage calls coming through its call centers worldwide.
The Manila office is the third Convergys command center aside from those located in its headquarters in Cincinnati, Ohio and in Gurgaon, India.
“The launch of our first command center in the Philippines further enhances our ability to deliver the high-level customer service that our clients and their customers have come to expect,” says Marife Zamora, Convergys country manager and managing director for Asia Pacific.
For the Manila command center, Convergys hired specially trained command center employees monitor trends and network volume in real-time coming from 68 contact centers worldwide.
Convergys, meanwhile, said it will hire 3,600 new employees for its five call center facilities in the country by year-end. The company added 2,300 additional work stations for its facilities located at the UP TechnoHub in Quezon City and those in Laguna (Sta.Rosa), Cebu and Bacolod.
Convergys was recently inducted into the Philippine Economic Zone Authority (PEZA) Hall of Fame after winning the Outstanding Employer and Outstanding Exporter awards thrice in each category.
Earlier this year, Convergys also won top honors as ”BPO Company of the Year” at 2010 International ICT Awards.
Convergys has approximately 65,000 employees worldwide, of which 21,000 are located in the Philippines.
Business Processing Association of the Philippines (B/PAP) president Oscar Sañez said the local BPO industry already hit half of its $9.4-billion revenue target this year based on a survey of its member firms.
Some 442,000 people were employed in the country’s IT-BPO sector at the end of 2009, according to B/PAP.
(Photos courtesy of Convergys)
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