Site selection helps drive Convergys growth

MANILA, Philippines - Careful site selection, coupled with local government support, has helped fuel growth for one of the largest contact center operations in the country today. 

Convergys Corp., a global leader in relationship management, which now counts over 17,500 Filipinos in its workforce, said it works closely with local governments as it expands nationwide. 

The company has opened its newest site in Glorietta 5. With 17,000 square meters of floor space, the site is the largest Convergys contact center facility in the Philippines and is the first Convergys center located within a shopping complex.

The new site provides both general support and advanced technical help desk services to a variety of Convergys clients via traditional voice calling, e-mail, and Web chat as well as “back office” application and document processing.

Convergys has clients are in various fields including financial services, telecommunications, information technology, pharmaceuticals, retail and e-commerce, and direct response. 

“Each Convergys site is part of our Global Assurance Network, giving us the ability to transfer calls to and from any of our 82 contact centers across the globe,” said Marife Zamora, Convergys vice president and country manager.

Aside from Laguna and Cebu, Convergys also has operations in Bacolod. 

Earlier this year, it opened facilities at the Nuvali Evozone facility in Sta. Rosa, Laguna, UP-Ayala Land TechnoHub in Quezon City, and Asiatown i3 in Cebu. 

Convergys’ San Lazaro facility in Manila is slated for inauguration in the coming months.

Convergys recently celebrated six years of Philippine operations and was voted one of America’s Most Admired Companies by Fortune magazine for the ninth consecutive time this year. 

Locally, it has reaped the Philippine Economic Zone Authority’s annual awards for Outstanding Employer and Outstanding Exporter three times each. 

It has also recently won the 2009 BPO Employer of the Year from the International ICT Awards. 

“Our greatest asset is our people. Without them, Convergys would not have grown this fast, this large,” said Zamora.