Convergys

Working at Convergys and ditching the resturant industry was the best move I have made. However, just like all workplaces, there are instancess of inappropriatness which are noticed.

What is it like working at Convergys from my perspective? Well I will attempt to describe as much as I can starting with the hiring process

I came about the Convergys ad in the job bank, and to be honest wasn’t something I had interest in. The job postings which I printed out, where somewhat random and the only common thing they all had in respect to each other was that they were high pay, and had nothing to do with cooking. I did apply to all of them, and someone in the Convergys HR department was the only person who got back to me.

I arrived quite early for my interview and they were more than happy to start the process early. The first step was the most basic of pc knowledge aside from where the power button is located on the computer. There was also a typing test which was rediculous and done on a website, which the paragraph could be easily copy and pasted giving you 100 percent accuracy and very fast typing score, however, I followed my own morals and typed as I would normally. After these, followed video propaganda about Convergys which lasted about 15 minutes, which still did not make it clear to me what Convergys was about. In fact, I had no clue what Convergys was about. Their actual company website was tailored to prospective blue collar clients which still did not make it clear what Convergys offered.

After completing the mini computer test I was to have an actual interview with an HR representative, which read scripted questions which I had to try and apply to my previous employments. After this interview I was hired.

The Training

3 weeks of training following the initial interview process took place in which at the time, seemed like it was good. There were probably 15 or so people in the class and our training consisted of basic product knowledge and basic troubleshooting steps with bits and peices of Comcast propaganda as if the service was being sold to us. Something else that I felt unappealing was that it seemed as if we were supposed to be brainwashed into thinking we were Comcast and employed by Comcast. I suppose in a sense this would be something we would have to get used to because the customers think we are Comcast, which holds true to this day. The training material was mixed with spoken word, powerpoint presentations and paper. Quizes and “assessments” were pretty easy, but answers where all open book and basically handed to us. Just about every bit of learning material came without a hiccup and most of it was something I had knowledge of walking in the door. There was one peice of training material that I liked, and it was phone simulation, where the program would make a call as a customer using scripted problems in which we would respond with our voice and trouble shoot using hands on experience. Although not near comparable to the real world experience, it was very helpful.

3 weeks of this training was supposed to be followed by 1 week of transition where we would have the opportunity to get real world experince as a CSA, however was inturrupted very early by the opportunity to be trained in home networking, which was another service of Comcast, which our center was to take over from Winnipeg’s center. After 1 day of HSI transition and about another week of CHN training, we were on our way to the floor with our newly developed or refined skills.

The highlight of the training was this transition period which was spectacular because not only did we get a tate of the real world application, but we were also accompanied by several transition agents who where there for support in case we got stuck on a problem. I am sure we were all nervous, which is a natural reaction, but the amount of support for that week of transition was amazing and was enough to make me comfortable and get used to the repetitious problems customers face.

more to comeTBA