Convergys Agents hacking Microsoft mail?
By Shalini Singh

Convergys, one the largest BPO’s in India, has been operating for 30 years. Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for 7 consecutive years.  It has 75000 employees in 84 Call Centres around the world. A news website is reporting that Convergys Agents in Bangalore are being investigated for hacking Microsoft email accounts.

Itexaminer.com is reporting that “Microsoft Web portal's billing and technical support services are outsourced to Convergys and its staff are said to be forging customer satisfaction surveys to meet Microsoft service level agreements. Sources told IT Examiner that some employees of Convergys have been caught misusing their access rights. A source alleged, ‘In order to meet the monthly QOS (quality of service) targets, a few Convergys technicians, taking advantage of this loophole, opened email accounts and filled in the feedback forms on their own, impersonating customers .”

The itexaminer report which is mandatory reading also says that late last year a few Convergys employees in India were sacked on charges of tampering and misusing customers’ email IDs.