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...

Find Another Essay On Human Resource Management At Convergys

Human Resource Management Essay

3070 words - 12 pages more brutal or directive policies linked to command and control. It holds out the promise, or the illusion, of a win-win approach to labor management wherein both workers and employees are capable of achieving respective gains. David Guest sees this as a manifestation of the American dream. At the practical level, while the huge volume of research seeking to show a positive, causal relationship between this type of human resource management and

Human Resource Management Essay

3054 words - 12 pages performance has, as yet, never quite been able to come up with categorical proof, there is enough indication of a positive relationship. Even if we argue a reverse causality whereby it is successful firms that are more likely to adopt this type of human resourcemanagement, as opposed to human resource management causing high performance, the rational assumption remains that firms (or at least some firms) adopt human resource management because it

Human Resource Management

1481 words - 6 pages required of key human resources are planed & discussed ahead of time.In this report, we will discuss the different stages of hiring a new staff on board and how to make the right choice of getting the right person on-board. We will also look at how strategic human resource manager could provide useful to the board of management as to maximize company efficiency and profitability.Attracting the right personFrom a manager stand point, hiring is not

Strategic Human Resource Management

1247 words - 5 pages effective through improved staff development, teaching and learning. Moreover, leaders and managers can ensure that the human resources of learning communities are managed effectively with teaching and learning at the center (Introduction to Human Resource Management, 2012, p.13). It is only through a SWOT analysis that management can translate the mission into strategic goals, (Fisher, Schoefeldt and Shaw, 1996). The next step in the SHRM

Strategic Human Resource Management

2154 words - 9 pages development of a general theory for HRM seems impossible. However, Boxall (1996) say that HRM is unique in that it seeks to strategically integrate the human resource function within the overall corporate strategy. Having said that, we'll look at the modern role of HRM in today's context and briefly discuss some of the differences, reasons and recommendations to move from Personnel to HRM from a strategic point of view.Personnel Management and

International Human Resource Management

2479 words - 10 pages policies and practices. Third, compare Adler & Ghadar model against other SIHRM models. Finally, some recommendations and assumptions are provided.What is international HRM? Before offering a definition of international HRM, the general field of HRM needs to be defined. HRM refers to those activities undertaken by an organization to effectively utilize its human resources. These activities would include at least human resource planning, staffing

Human Resource Management - 830 words

830 words - 3 pages implements and respects human rights within the workplace creates an environment in which both it and employees can be successful.   Works Cited Cherrington, D. (1995). The Management of Human Resources. Englewood Cliffs, NJ: Prentice-Hall. Heathfield, S. M. (2010). How to Demonstrate Respect at Work. Retrieved 04 2010, 13, from About.com Human Resource: http://humanresources.about.com/od/workrelationships/a/demo_respect.htm Messer & Leigh, P

Human Resource Management - 1235 words

1235 words - 5 pages how to make the right choice of getting the right person on-board. We will also look at how strategic human resource manager could provide useful to the board of management as to maximize company efficiency and profitability.3 Attracting the right personFrom a manager stand point, hiring is not just about finding a candidate to ill in the job vacancies, but also about how to help company to find the best person to join. As a result, this is a

Strategic Human Resource Management

1324 words - 5 pages management (1990s) • The third wave (current) looks at the strategic implications of HRM, known as Strategic Human Resource Management (SHRM) (Bratton John 2007) SHRM Definition and Key Concepts. According to Storey (1995) SHRM is “a distinctive approach to employment management which seeks to achieve competitive advantage through the strategic deployment of a highly committed and capable workforce, using an integrated array of Cultural

Strategic Human Resource Management

2035 words - 8 pages pursue a differentiation strategy based on innovative products. At the competitive stage, then, human resources are considered explicitly in conjunction with strategic management, particularly through the mechanism of human resource planning (2).Human Resource Strategies currently focus around quality, customer orientation, flexibility, commitment, involvement, leadership, team working and continuous learning (3). These themes of integration and a

Strategic Human Resource Management

2169 words - 9 pages Introduction: -Define SHRM and HRM Strategic human resource management is concerned with implementing long-term human resource practices and policies that allow for the generation of skilled and motivated employees that the organization needs to remain competitive in the future. It is proactive, to ensure that if a problem or opportunity arises that, there are policies and practices already available to tackle these issues before it actually

Similar Essays

Human Resource Management At Delphi Essay

2721 words - 11 pages Human Resource Management at Delphi Human Resource Management is the utilization of human resources to achieve organizational objectives. Various studies have concluded that an organization?s human resources is its people. It can be a significant source of competitive advantage. Achieving competitive success through people requires a fundamental change in how managers think about an organization workforce and how they view the work

Human Resource Management At Mentor Inc

1132 words - 5 pages Mentor INC does not encounter any recruitment issue. Volunteer recruitment, then again, is a key system of the Human Resource Management Plan for the accompanying reasons: Turnover around more current volunteers is much higher than more seasoned volunteers. A greater amount of those liable to forget ought to be screened at the enlisting stage. Since more nationals try to be Coach INC volunteers than opportunities are accessible, Coach INC

Detailed Analysis Of Human Resource Management At Bank Alflah

3681 words - 15 pages methods that the management goes through, in order to run this organization. To stay on top, Bank Alfalah has adopted modern and up to date human resource management concepts. They adopted such approaches that they have been able to keep their employees satisfied and happy for so many years. At the end, after visiting the Islamabad branch of Bank Alfalah we have come to analyze that there is a need of some recommendations so that Bank Alfalah

Strategic Human Resource Management Essay

1362 words - 5 pages employees to identify with and contribute towards the realization of organisational values and objectives. It develops an environment of trust and a sense of unity among the employees of Merton Campaign Society. In addition, the SHRM at Merton Campaign Society has created a performance culture that inspires productivity, growth and customer service. The organisation applies strategic human resource management to improve the relationship between