CONVERGYS -- WHAT A JOKE!!!
Human Resource Incompetence
Thought about applying for a job at CONVERGYS.....think again.
Many call center positions exist in the US, most are run by decent companies that actually do make a difference. They actually care about the business that they support, and do so with World Class Customer Service. This is not a charge that CONVERGYS can claim to live up to.
Based in Cincinnati, OH, with offices all over the US, Asia, Europe. This is a huge company that forgot a long time ago that the employees are actually what makes the business function. The more qualified the employees are, the better the service they provide. CONVERGYS figured that OUTSOURCING jobs was the best way to retain clients, provide mediocre results, but still allow the fat-cats in Cincinnati to draw nice earrnings. Take the ONSTAR account for example.
The first taste of CONVERGYS that I had left a bad taste in my mouth. Introductions were made after the announcing of the change in the servicing of the Onstar contract. During the intial meetings a man was introduced as a Human Resources Specialist to assist in the transition from EDS to CONVERGYS. Only a couple months later, there was no use for this employee as an HR representative, so he was offered a Team Leader position on an account that he had no knowledge of, and was expected to monitor, evaluate, and manage a team of Onstar employees....
Fast forward, about a year later, CONVERGYS wants to cut some of the fat from the organization, they hang this guy out to dry, fire him (easy to do in Michigan that is an at will employment state) and CONVERGYS simply keeps on keeping on. Over $200M in contracts has been awarded to CONVERGYS - GM gets the reward of a good 30-50% of it's core business at Onstar transferred to MAKATI CITY, in the Philippines... sure the employees speak broken English, who cares, they are only tasked with taking calls from GM customers that are fed up with dealing with ineffective, rude, and incompetent employees on the Onstar account in general. Add more insult to injury GM -- read Government Motors. This is really the downfall of the slowest to adapt business, and decisions like bringing CONVERGYS on board to support key business like ONSTAR is exactly why GM is in such a state as they are.
Poor ability to manage the business of manufacturing autos, trucks, and SUV's has led to the splitting of the core holdings, a downward spiral in the servicing of key components like Onstar, and a desparate need to change the leadership and servicing of GM core business.
Think I am just rambling on .... think about it -- GM fails to publish any financial information about Onstar because presumably the ONSTAR business is a private company. Not trading stock on the NYSE allows GM to bury the financial white elephant that ONSTAR is in the companies all to deep pockets.
Other reasons for this collapse, hiring vendors like CONVERGYS that have cheapened the end product, ONSTAR services, to an all time low. Many a time I have heard people say that they would not have ONSTAR even if it was free. REASON: ONSTAR is run by employees that are poorly trained, incapable of caring about the business as the average employee makes $10.50 per hour, and has an attitude from day one of orientation.
Who do you blame -- simple "Human Resources" those all to un-human employees tasked with finding people to keep the seats warm at the ONSTAR call center in Pontiac, MI specifically. The applicant pool is relatively simple, go to McDonalds, get the worst of the employees there, and hire them to support a $200M account as an Onstar Representative.
Technology is the reason that GM made this band-wagon come into existence. They have innovated a technology that was relevant, but madea fatal mistake. Hiring CONVERGYS as the major provider at 3 out of 4 call centers was the biggest mistake. The skill level for the average employee is so poor that simple computer skills must be trained. In today's market of technology, can GM afford to hire such incompetent staff to run this ONSTAR business?
Please tell me I am going to wake up from this nightmare that CONVERGYS has foisted upon the unassuming American and Canadian people who are victims of ONSTAR. Every company has areas that need to be cleaned up -- GM needs to do the right thing, FIRE CONVERGYS, hire a company that believes in the business and WORLD CLASS CUSTOMER SERVICE, and support the account properly. Think of how many good call center agents you could have waiting for calls on ONSTAR if only you fired a few overpaid executives at ONSTAR and GM....
Better still, fire all the "Power-Brokers" at Onstar and GM, it's time for a leaner, meaner, and more responsive ONSTAR and GM to rise to the top. This business of deception thatGM has embarked on is a mess -- get OBAMA-MAN on this one if there is hope of raising the bar in the automotive telematics business. Have GM openly explain their ONSTAR business and it's inner workings to the major shareholders, that's right, Americans now own 61% of GM.....
Time for the sh*t to stop, and for accountability to be the cornerstone of the CONVERGYS and ONSTAR business....
Call Chet Huber, President of Onstar -- surely he'll have one of the Phillipine call center agents take your call and try to explain your concerns, in broken Engrish for sure....
Good luck.... more later.