Human Resource Management At Convergys Essay

3661 words - 15 pages

Convergys Corporation (NYSE: CVG), a member of the S&P 500 and the Forbes' Platinum 400, is the global leader in integrated billing, employee care and customer care services provided through outsourcing or licensing. Servicing some of the topmost companies in telecommunications, internet, cable and broadband services, technology, financial services and other industries, Convergys brings together world class resources, software, and expertise aiding in the creation of valuable relationships between its clients and their customers and their employees.Convergys is committed to following the first rule of business: "Take care of your customers or your competitors will"Being the world's ...view middle of the document...

"Today in the BPO sector, Human Resource has become an integral part in quantifying resource planning as well as providing business support to employees. Some of the key elements of the HRM strategy of Convergys are as follows:1. Ongoing staff development and trainingOngoing training is an important part of achieving best practise within a call center. Adequate time for training ( i.e. 2 weeks of accent training and 2 to 3 months of programme training depending on the programme and the client requirements), which ultimately leads to the delivery of service, excellence and maximum customer satisfaction. Convergys conducts regular refresher training as part of the ongoing training strategy.The key areas for ongoing training are:-Customer serviceNegotiation skillsProduct knowledge and systems trainingPolicy and proceduresCall handling techniquesStress managementThe team leaders are constantly trained to develop specific management skills in quality assurance, performance management, staff motivation and efficient use of technology.The overall training strategy is assessed on a regular basis to determine whether they have achieved the desired results.2. Competency-based progressionConvergys is now moving its focus on competency-based progression. It is very critical that the overall performance and service standards are maintained. Competency-based assessment is necessary for competence-based progression to be implemented. The assessment is generally carried out through observation of calls (monitoring/double jacking), efficiency tests such as keyboard assessment and accuracy of inputting and the achievement of positive ratings for call quality assessments and call handling.3. Employment strategiesThe move away from employing full time, permanent staff is another key strategy used by Convergys. Employment options include the use of permanent part-time and casual staff. A pool of genuine casuals provides Convergys greater flexibility, particularly during peak periods or planned events. However, Convergys is aware that the regular use of casuals for specific times and days of the week may imply permanency.The employment of casuals has eventually lead to offers of permanent employment, based on the casual staff members' performance and their suitability for permanent positions.4. Recruitment and selection enhancementOnce an initial recruitment and selection process has been designed and utilised, the effectiveness of the process is constantly reviewed in Convergys.To improve a recruitment process, Convergys has implemented more specific role-play tests that are constantly developed, selection of candidates are widened, and profiling of candidates take place through the use of structured tests to assess the extent of a candidate's customer service orientation. Information obtained from exit interviews are used to improve current workforce management practices in Convergys. Convergys recruiting& staffing solutions include:a. Job requisition...

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