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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Headquartered in Atlanta, Convergys is a business process outsourcing, revenue cycle and receivables management companies, with fourteen North American operating centers across all four time zones. The company has more than sixty years of history serving a diverse industry customer base, including contact center solutions, receivables management outsourcing, commercial receivables management and healthcare revenue cycle management. Convergent empowers its clients with an innovative combination of an adaptable workflow engine, technology-enabled operations, next-generation analytics and professional services to deliver superior financial performance and high levels of client and consumer satisfaction.
Published: Tuesday, April 21, 2015