The Global Association for Contact Center Best Practices & Networking

MANILA, Philippines, July 14, 2011 -- Global customer relations management provider Convergys said the Philippines is no longer the cheapest call center site but foresees its Philippine operations to become bigger than its US headquarters saying they and their clients are willing to pay for quality service.

Andrea J. Ayers, president of Convergys Corporation for customer management, told Business Bulletin they have been very happy for its Philippine operation, which now employs 25,000 people deployed in its 15 strategic sites handling from basic credit card welcome and activation to complex case management and technical support in both the business –to-business and business-to-consumer spaces.

"I am confident we can beat the US because we are now almost of the same size as the US," said Ayers, who is in the country to attend the 8th anniversary celebration of Convergys Philippines.

"The Philippines is no longer the cheapest, but we are enjoying very good quality service and because of that we are attracting more clients," she said.

"We are very pleased with the value proposition and willing to pay for quality. You are competing against the US," Ayers added.

She said that its customers do not complain about costs in the Philippines because they, too, are willing to pay for value.

Ayers said they are now looking forward to the next eight years of Convergys in the country. "We are not actually done yet, we are still expanding here. We have a very good reputation here. We have not stopped growing in the Philippines and our clients want us here in the Philippines," she said.

She also cited the government’s strong support the industry when it comes to infrastructure, education and the English language program.

Because of the high level of education in the country, Ayers said Convergys has no difficulty looking for the right talents.

From a single contact center in Manila, which opened in 2003, Convergys now has 15 contact center facilities in the country – eight are located throughout Metro Manila, four in Cebu City, and one in Sta. Rosa, Laguna and another in Baguio City.

Globally, it has 68 contact center locations including the U.S., Canada, the UK and India. Convergys agents handle two million inbound calls every day for clients in a wide variety of industries including financial services, telecommunications, information technology, pharmaceuticals, retail and e-commerce and direct response.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.mb.com.ph

About Convergys:
Convergys Corporation is a global provider in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients. For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages. Convergys, a Fortune Most Admired Company for nine consecutive years, has approximately 70,000 employees in 82 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio.