Convergys: Microsoft BPO now IT
By Bala Shah

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 and Citi are among its many blue chip clients.

A Tipster in Convergys, Gurgaon tells us that 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.  Late 2010, Techgoss had exclusively reported on the huge bonuses offered to this tech savvy team

A Tipster tells Techgoss that Microsoft and Convergys have now decided to redesignate its EPS Process from a BPO Process to IT / Tech Support.  For example, a Microsoft EPS Process Tier 1 Agent will now be called a Support Engineer.  A Tier 2 Agent will be labeled a Consultant Escalation Engineer.

The best part?  Each will be given a huge salary raise.  Everyone who is currently on Rs. 3.30 Lakh a year will now get Rs. 4.20 lakhs.

Each of the 250 employees has also been gifted a Microsoft jacket.  They were also given a Lohri gift.  All such proactive steps will reduce attrition in this highly technical Process.

(Tipsters, Big thank you for all your tips and photos. Do you have a story to tell? If you need to speak to us in confidence or write for us, email us at techgoss[at]hotmail. Or use the Anonymous Tip form at the top of our website. Anonymity guaranteed. We pay Rs. 700 – Rs. 1000 for 100 – 200 word snippets. Unfortunately, we cannot use any tips which are not backed up by enough facts)