Convergys launches RP leg of global hub | TradingMarkets.com

Convergys launches RP leg of global hub | TradingMarkets.com


"Having a command center in each of our leading geographies supports Convergys' global operating model. Our command centers give us the ability to monitor vital program metrics and distribute calls to any of our 68 contact centers around the globe 24 hours a day, seven days a week," Marife Zamora, Convergys Philippines country manager and managing director for Asia-Pacific/EMEA, said in a statement.


"The launch of our first command center in the Philippines further enhances our ability to deliver the high-level customer service that our clients and their customers have come to expect from the global leader in relationship management," Zamora said.

Convergys--which claims to be the biggest private employer in the country with a workforce of about 21,000--last month said it will hire 3,600 more people for its UP TechnoHub, San Lazaro, Nuvali, Cebu i3, and Bacolod sites.

Convergys has a total of 12 centers in the Philippines--seven in Metro Manila, three in Cebu City, and one each in Bacolod City and Santa Rosa, Laguna.

In a recent poll, the Business Process Association of the Philippines (BPAP) said 80 percent of BPO firms in the country are expected to hire up to 80-percent more employees in the next 12 months.

However, the same survey showed that two out of three respondents raised concern over the availability of talents in the Philippines, as well as the difficulty of training and retaining middle managers.

"As [the industry] continues to shift to increasingly complex services, labor concerns are expected to intensify," BPAP said.

Forty percent of respondents said the emergence of aggressive BPO destinations such as China, Costa Rica and  Egypt would threaten the competitiveness of the Philippines.

 
"While the outlook is positive, the industry is realistic about potential threats. Respondents appear not to take the outlook for granted and remain vigilant," Gillian Joyce Virata, BPAP executive director for information and research, said.