Work At Home Resource Guide

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Work at Home Company Profile: Convergys

Work at Home Company Profile:  Convergys

Convergys is headquartered in Cincinnati, Ohio, and employs more than 70,000 employees in 67 customer contact centers and other facilities in the US, Canada, Latin America, Europe, Africa, Asia, and the Middle Work at Home Resource Guide - Convergys ProfileEast, offering customer contact solutions for their clients.  Convergys Work At Home program give an opportunity for call center agents to work from their home, hiring agents as employees with applicable benefits available from the first day of employment.

Job requirements for applicants interested in the work at home program include being at least 18 years of age, and US applicants must have a high school diploma or GED, UK applicants must have a good level of education or relevant work experience, and Canadian applicants must have a high school diploma or good level of education and relevant work experience.  Experience is taken into account, but is not required.

As with most at-home call center positions, having a home office with a quiet work environment is absolutely necessary.  Your computer will need to meet the minimum PC specifications, high speed internet is required, a USB headset, an ISP that supplies 2 or more IP addresses or 1 IP address and is connected to a router, power bar/surge protector, and a standard telephone with a mute button.

A background check will be required for all positions in theUSandCanada, and for some positions in theUK.

There is no charge to apply or to begin work with Convergys.

Convergys hires work at home agents from the US, UK, and Canada, and there are some specific location criteria for each country.  In the US, at the time of this writing, Convergys was hiring from the following states:  AL, AZ, CO, FL, GA, ID, IN, IA, KS, KY, LA, MI, MN, MS, MO, MT, NE, NM, NC, ND, OK, OH, PA, SC, SD, TN, TX, UT, VA, WV, WI, WY.  For the UK and Canada, check the website for an update, at the time of this writing Convergys was not hiring home agent positions in either the UK or Canada.

Application Process and Training

There are seven steps to the application process with Convergys:

  1. Testing Your PC
  2. Test Your Internet Speed
  3. Select Country and select Jobs
  4. Begin Your Application Profile
  5. Complete Your Application Profile
  6. Enter Demographic Information
  7. Test Your Voice Quality

After completing these seven steps, qualified candidates will be contacted via email by a Convergys Recruiter for further discussion of employment opportunities.  All interviews will be conducted over the phone or via the computer.

Once hired, you will be assigned to the program/client that you will be supporting, there is no option to choose.  Training time will vary depending on the client, and all courses are self-paced combined with instructor-led computer classes, all done from your home.  Your are paid for your time while in training.  All agents must successfully pass all training assessments in order to begin working with the client you are assigned to.  Training must be on a landline telephone, no cell phones or VOIP.

Schedule and Pay

Convergys pays hourly and the specific pay will be discussed at the time of interview.  Agents in the US are paid twice a month, and UK agents are paid monthly.  Home agents are paid based on the time that is logged into an electronic time keeping system.  Unofficial information from GlassDoor.com states that the average hourly pay in the US is about $9.50 (which includes on-site workers).  Click Here for complete information.

Benefits begin the first day of employment and the US benefits at the time of this writing include:

  • Paid Holidays and Paid Vacations
  • Medical Coverage
  • Dental Coverage
  • Vision Coverage
  • Basic Life Insurance
  • Additional Life Insurance
  • Dependent Life Insurance
  • Accidental Death and Dismemberment Insurance
  • Health and Dependent Care Flexible Spending Accounts
  • Short and Long Term Disability Insurance
  • Tuition Reimbursement
  • Retirement and Savings Plan (401k) with a company match
  • Employee Stock Purchase Plan

Canadian benefits include the following:

  • Paid Holidays and Paid Vacations
  • Medical Coverage
  • Dental Coverage
  • Vision Coverage
  • Basic Life Insurance
  • Additional Life Insurance
  • Dependent Life Insurance
  • Accidental Death and  Dismemberment Insurance
  • Critical Illness Insurance
  • Short and Long Term  Disability Insurance
  • Tuition Reimbursement
  • Retirement and Savings Plan
  • Employee Stock Purchase Plan

UK home agents are eligible for the following benefits:

  • Generous Annual Leave  Allowance
  • Medical Coverage
  • Dental Coverage
  • Eye Care Vouchers
  • Life Assurance
  • Employee Assistance Programme
  • Non Contributory Pension  Scheme
  • Employee Stock Purchase Plan

See the Convergys website for complete information on benefits.

Home agents have a minimum and maximum set of hours, and part-time and full-time scheduling options are offered and are based on program (client) needs.  The schedule is fixed and schedules are published at least two weeks in advance.  Your schedule will be  based on your chosen work shift availability and the client’s projected call volume.  Convergys chooses your 2 days off per week and does not guarantee that you will be scheduled for all hours you have indicated you would like to work, nor do they guarantee a minimum number of hours.  There are policies for emergencies or calling in sick, and arranging in advance for time off, and you can review those policies during the hiring process and while in training.

Work/Job Description

Convergys home agents consist primarily of customer service and technical support positions, mostly inbound calls, and while hard selling will not be required, there are opportunities when soft sales, up-selling and cross-selling will be required.  Typical calls consist of answering questions, making product suggestions, placing orders, tech support, and enrolling callers in health or entertainment plans.

Summary

Convergys offers a good opportunity to work as customer service or tech support at home agent.  A definite plus with Convergys is eligibility for benefits.  One thing to keep in mind as a possible negative, is that while you can advise of your work availability, you do not actually have flexible scheduling, nor are there guaranteed hours.  However, you will know your schedule at least two weeks in advance.

Review their website thoroughly before applying, including some helpful videos that are available to view.  The main careers site (mainly focused on on-site careers) also offers some videos you may want to watch.  The link to apply is clearly indicated and easy to find.

Other information you may want to read about Convergys:

Convergys Passes This Key Test – MSNBC article relating to Convergys and their financial stability.

Convergys cited as best outsourced provider. – The Philippine Star article.

Convergys adding 120 jobs in Omaha – Article from Omaha.com

GlassDoor – A site providing an inside look at jobs and companies, allowing employees to anonymously provide ratings and feedback on companies.

WAHM.com – This link is just one discussion thread, which began approximately 2010, but look at the continuing pages, which picks up the discussion again in May 2012.  Also, you can use the search function on WAHM.com and search by Convergys and you will find additional articles and information to review.

Work Place Like Home.com – WPLH has a specific forum for Convergys, the link is to that forum, however, you DO have to be a member to even view any information at all on WPLH.  It’s free and I recommend joining if you are looking for work at home, or for those who are currently working, you can benefit from the forum discussions as well.  Their home page:  Click Here for WPLH.

Contact information for Convergys:

Convergys Main website:  http://www.onvergys.com/

Work at home site:  http://careers.convergysworkathome.com/WorkFromHome.aspx

Main career site:  http://careers.convergys.com/Default.aspx

Email address for Recruiting:  Recruiting.NA@convergys.com

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