Convergys: demoted staff takes test
By Sandhya

Ohio head quartered Convergys is one of the most successful BPO’s in the world. Convergys delivers a broad range of customer solutions which include technology, business analytics and consulting.  It employs a workforce of 74,000 at 125 centers in 60 countries across the globe. It has a huge footprint in India with offices in Bangalore, Gurgaon, Hyd, Mumbai, Thane and Pune.

Software giant Microsoft is one of its high profile clients.  As exclusively reported by Techgoss on Sept 16, the Microsoft Process at Convergys offers great incentives with the top performers raking in 5 figure bonuses every month.

Techgoss had also exclusively reported on Sept 29, 2010, about how four Tier 2 Supervisors in the Microsoft Process were demoted back to Tier 1 Agents. (Article republished below).

Now an update on this story.  On Sept 26, 2010, Microsoft gave 2 days to the eligible employees at Convergys to prepare for a new round of Tier 2 Exams.  10 employees from the Convergys Microsoft Process, including those four demoted from Tier 2 to Tier 1, were subjected to a thorough test on Sept 29.  Among the 10 employees, only 2 were deemed qualified enough to make it to Tier 2.  Sadly, none of the demoted employees passed this new exam.

By moving up from Tier 1 to Tier 2, their salaries have increased from Rs. 3.5 Lakh to Rs. 6 Lakh per annum.  In their new Supervisory roles (Tier 2), they are expected to take care of all the complicated cases as well as answer any queries raised by their junior Tier 1 colleagues.

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(Techgoss had published the following on Sept 29, 2010)

Convergys Microsoft: 4 demotions
By Sandhya

Ohio head quartered Convergys is one of the most successful BPO’s in the world. Convergys delivers a broad range of customer solutions which include technology, business analytics and consulting.  It employs a workforce of 74,000 at 125 centers in 60 countries across the globe. It has a huge footprint in India with offices in Bangalore, Gurgaon, Hyd, Mumbai, Thane and Pune.

Software giant Microsoft is one of its high profile clients.  As exclusively reported by Techgoss on Sept 16, the Microsoft Process at Convergys offers great incentives with the top performers raking in 5 figure bonuses every month.

A Techgoss Tipster tells us that the Microsoft Process has a 3 tier structure – Tier 1 is the Agent, Tier 2 is the Supervisor and Tier 3 is the Manager.  Convergys hires techies at Tier 1 and they are promoted to a Tier 2 Supervisory Role based on the manager’s recommendation.

After a recent Microsoft visit to their BPO Convergys in the third week of September, 2010, the client was unhappy with four people who were promoted from Agents to Supervisory roles.  Based on Microsoft’s advice, Convergys demoted the 4 Supervisors back to an Agent’s role.

Apart from a downgraded status in the hierarchy, the four Convergys employees also had to take a huge pay cut.  As Tier 2 employees, they were being paid approximately Rs. 6 lakhs per annum, and they are now back to Tier 1 salaries of Rs. 3.5 Lakhs.

(Techgoss had published the following on Sept 16, 2010)

Convergys: Monthly Bonus up to 20K
By Sandhya

Ohio head quartered Convergys is one of the most successful BPO’s in the world. Convergys delivers a broad range of customer solutions which include technology, business analytics and consulting.  It employs a workforce of 74,000 at 125 centers in 60 countries across the globe. It has a huge footprint in India with offices in Bangalore, Gurgaon, Hyd, Mumbai, Thane and Pune.

Software giant Microsoft is one of its high profile clients.

A Tipster in Convergys, Gurgaon tells us Microsoft EPS (Enterprise Server Technologies Support) is one of its extremely technical Processes.  By all accounts, this Microsoft Process at Convergys has some of the best technical skills in the organization.  Every person working in the Process is expected to have good knowledge of Microsoft products including its operating systems, applications,  Microsoft Services, Web Servers, Enterprise servers etc.  Every time Microsoft launches a new product and/or update, these techies at Convergys burn the midnight oil to master that piece of software.

How good are the skill sets of everyone in this team? As reported by Techgoss earlier, each person in this tech team is required to sit a practical test every month.  And if you fail the test 3 times in a row, you have to resign.

A Tipster tells Techgoss that the Microsoft EPS Process at Convergys employs about 240 highly skilled techies.  Their monthly bonus is worked out on the following basis:

1. For Exceeding Expectation (EE), bonus is RS 20,000
2. For Meeting Expectation (ME), bonus is RS 9.000
3. If person Needs Improvement (NI), they get nothing out of the bonus pool.

While evaluating performance, the management weighs up CSAT, Case Closure and quality.  When the performance is 80 % and above, the techie is rated as ‘Exceeding Expectation’.  If one is ranked between 70 – 80 %, then one is listed as ‘Meeting Expectation’.  Anything lower falls in the Needs Improvement category.

Last month, bonuses in excess of Rs. 2 lakhs were paid out.