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News : Convergys Call Center Plans to Boost Staff
Watertown, NY, USA, APRIL 20, 2015 -- The Convergys call center has hired hundreds of employees to do work for a new client in the satellite television industry, a company official said.
The Arsenal Street center, which had about 400 customer service employees in January, now has about 600 and expects to have up to 1,000 by the fall, according to Bryan M. Black, Watertown site director. If its hiring plans come to fruition, he said, the center would have the most employees it’s ever had.
"We could be full in the fourth quarter for the first time since we’ve had an expanded seating capacity," Mr. Black said Monday.
Employees provide round-the-clock technical assistance for customers on behalf of national companies in different industries.
"We expect to have 800 employees by midyear, and we could have up to 1,000 seats filled by September," Mr. Black said.
Though some employees chose to leave the center when clients left last year, he said, the majority of them decided to enroll in training classes to do work for other clients at the center.
Most employees at the center have been paid an entry-level hourly wage of $9.50 an hour for about five years, Mr. Black said. He said the starting wage at the call center has not been adjusted to account for increases in the state’s minimum wage in recent years.
The state’s minimum wage will climb for the third consecutive year at the end of December, from $8.75 to $9 an hour. The wage jumped from $7.25 to $8 at the end of 2013 and from $8 to $8.75 at the end of last year.
No plans have been made to increase the hourly wage at the center at the end of this year, Mr. Black said.
Entry-level employees at the center can be promoted to support and leadership positions with wages up to $16.50 an hour, Mr. Black said.
Posted by Veronica Silva Cusi, news correspondent
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Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities, including customer care, analytics, tech support, collections, home agent, and end-to-end selling. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees, 130,000-strong in 33 countries around the world.
Published: Tuesday, April 21, 2015