Convergys reviews and complaints 1
View all 36 complaintsConvergys - wrongful termination/discrimination
I moved to Utah in Oct of 2010 from California. My father is terminally ill & needs a caregiver sometimes.
I found this job after about a week of living here because my next door neighbor had told me about them & said they pay well (which they do) and they have benefits even for part-timers.
I was hired and thought the job was a blessing! After all I was going to be working on the DirecTV project and had been a customer of THEIRS for YEARS & have no complaints about THEM. I was excited & did well @ my job. I was in the ACE dept. but had been hired to be in the PST dept, which they switched the last day of training (that had just been 5wks long) to ACE. They do different things & I wasn't fully trained in this dept mostly due to the fact that my TL (Shaun Naylor) was in the SAME TRAINING CLASS as myself & the rest of the team I was assigned to. He knew LESS about it then his charges do & often ASKED US FOR HELP, when he's the "boss". Needless to say, as a team leader he should have been BETTER informed then the ppl that he's supposed to be in charge of! CRYSTAL MOFFIT, is his operations manager, the one he reports too, and this women refused to help either.
About 3wks ago I was sick and had to leave work due to throwing up all over the place & not being able to perform my job duties asked what I needed to do in order to go home & not be written up for leaving early or fired. At which point I was told to go to the ER & if I get a note with the dates I'd be out they'd group all the absent points into 1. I did as I was told and not only was it not corrected, but every time I asked Shaun about it, he said he'd talk to Crystal & make sure it was done. 2wks later, I was given a "verbal" warning, that oddly enough, he had me sign! STILL being told that the points would be taken care of but this was just letting me know I had 9.75 points already and when you get to 12 it's termination. Well I should have only had 4points after that was corrected but still I had 8.5! It wasn't corrected still when I check the day b4 I got fired.
On the 27th of Jan, 2011- I had a call from a cust being VERY rude & yelling, so I told her that if she keeps throwing this kind of fit I couldn't help her because all she's doing is telling me her opinion & not the problem so I can't correct it. She said she didn't like my "tone" and wanted a manager, so I looked for one, they were all busy. I told her that & if she wanted to hold, it'd be about 15min because every one was LITERALLY in meetings. She then accused me of LYING to her & trying to threaten her with hold. At which point, I got irritated and was short with her but still didn't say anything out of line. When I came back on the line to tell her someone was available she hung up as I connected but I was still concerned about the call because I knew towards the end I HAD in fact gotten short with her & I shouldn't have so I told SHAUN & asked if I needed to write it out, so he'd have a written copy of my side in case she called back, you know, trying to bring it to his attention before it was brought to mine & something like THIS happened. His only response was, "why would I need to know about that call? I didn't talk to her so I don't care what happened as long as I don't have to take the complaint don't worry about it." I told him I didn't handle it as well as I could have & would he listen to the call so that if I was out of line I knew what I said out of line, so it wouldn't happen again. He didn't even acknowledge that I seen it as a prob and dismissed me.
After trying to talk to another TL on the floor about it & being told I need to take it up with Shaun. I let it go because no one wanted to hear me out.
On FEB 1st - I was pulled off the floor by Shaun, being told it was my 1:1 coaching that I KNEW wasn't supposed to be till fri and it was only monday. When we didn't head back to his desk, I asked if I was in trouble, he said maybe, I said I'm not getting fired am I? He ignored me & this was supposed to be my advocate! While Crystal, with her rolling eyes and dismissing tone, ran down what I was being terminated for, he just SAT there! When I turned to ask him why he didn't handle this when I CAME TO HIM ABOUT THE SAME CALL they had me sitting there for, he just STARED at me with a blank look!
I'd never been given a warning, other then for the points that I was assured would be corrected, about anything. In fact during all our coachings, I was always asking how to improve MORE & all he ever did was tell me what I was doing RIGHT!
This company says they don't discriminate but they do! I had more issues then just this but none of it matters if no one will ever do anything about it to the ppl that are doing it.
I wrote DirecTV about this & got a call back from the HR Dept of Convergys HQ. I informed him & he's launching a full investigation on the ppl I named that I felt were discriminating against me. Specifically, Crystal since she's been giving me probs since I started. Once she was informed that I was gay, she refused to help me or even acknowledge my being there! She shouldn't have a job she can't be professional about no matter what her personal views are on my sexuality, it doesn't belong THERE, in the work place, AT ALL! She didn't like my tattoos showing, tho none of them are obscene or vulgar & I was told I wouldn't have to cover them when I asked upon being hired.
This SITE, has a few good ppl in it, other then that, they are all incompetent, ignorant, idiots! I've talked to other employees that quit cuz they wouldn't work around their school schedule like they said @ hiring, so they had no choice but to leave if they wanted to finish school! They have a HUGE turn over rate & now I understand why! They have a LOT to offer, if only they were as loyal to the agents as they are to the customers of DirecTV then they MIGHT be worth working for!
The complaint has been investigated and resolved to the customer’s satisfaction.
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No action for our internet connection concern. Always promises. Slow action. complaint pay poorly run company hr/team leaders/ servicesGiving a Voice to Consumers
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Hate the ppl at Convergys Orem UT, so unprofessional and sadly don't care for there employees but themselves, TL's are only worried about the agents making upgrades because it's how th TL's make more money.
They never work with your schedule, they have you work every Saturday and Sunday, when you are away on your day off changes are made on your schedule that day and you come back the next day with mandatory over time and have to stay or you get points added to your attendance, there operations manager Tammy Boger is so inconsiderate, rude and so unprofessional it's pathetic. Instead of going threw a problem they might have with you to better your agent skills they just call you up and terminate you, Honestly worst place and company to work for.
This company in Utah picks and chooses the employees they will defend. They currently are telling the State (not UTAH) that the monthly incentives are nominal and should not be included in the payments calculated in the child support and the parent is already in arrears and heads the department has control of their attendants and sales. So...
Same problem at Convergys in Waco, Texas. They are running 4 to 5 "training" class all the time and hiring warm bodies. I came In April, 2011, got six weeks of "training" which was a bunch outdated powerpoint slides and yapping how great the client is and learned next to nothing which came appearant after I got home and on calls daily. We were not trained good, in these classes we were told we got our base pay for our work and if we could earn high stats on sales, no 24 hr repeat calls, etc we could get a bonus, also we could earn commisions on sales. So if we didnt sale we just didnt get the bonus. First day on phones I find if you do not make the first stats bonus you do not earn any sales commission. Then they set 6 high stats you have to get to get bonus. Needless to say no bonus money ever could be earned by about 75% of agents. Then after 3 months working along, being told I was doing good, my team leader left the company and we got a new leader who is in Halifax, Canada and the first conversation I have with her she is writing me up for not meeting all my stats. Just yesterday she wrote me up again for being at 83% and not at the target of 88% and if I can not meet that on my next shift I can be fired at any time. She wouldnt give me a time frame of when the stats had to be up to be fired or anything. You are expected to answer calls for AT&T customers, find out what they need, resolve the issue from billing, techinical, sales, legal, web troubleshooting, warranties, insurance etc (anything that could happen with a cellphone) after getting that done you are to grill them to make sure they need nothing else, repeat everything you have fixed to them again, sell more packages to them, make sure you say your name twice, their name twice, must say "best value" as you sell them stuff they do not need, verify them for security, thank them, text them about what you just did and do all of this under 10 minutes per call and they do not callback in 24hrs. If you dont you are not meeting stats and can be fired. We are not allowed to tell customers were are not with AT&T, we can not tell customers we will be wrote up if they call back within 24hrs (doesnt matter if they call for something else totally we are marked for it), our equipment is old 20 yr Wyse terminals and 1st generation VOIP phones that are constantly breaking down and of course if you go down you are punched off the clock while you have to call India and get someone who can not speak English to fix it, so you can get back on phones and get paid. Of course while trying to help the customers the programs are always lagging or crashing and there is a chat room you are required to be in where management is yelling about we have calls in que, or gripe at you for having to go on hold to get everything typed, if you ask for help managers tell you to go read up on it in this maze of txt info about policies and stuff even though a customers are having to sit and what for us to read pages of mostly useless information etc
@GuesswhoConvergys: Amen
You are expendable also Impudent!
I have a illness considered a disability. I was fired for attendance then called and spoke with someone and was hired back and they worked with my with hours and needing early shifts for all my doctor appts. I went through training twice and the last time I was doing transition part time so was told I would have 4 weeks. I had a flare up and had to miss almost two weeks. I left work being told I will get a call telling me what my shift will be for the next week. Instead I got a call from a women I never dealt with and kept telling me I had 2 more week training then I was supposed to, that was wrong. There was a girl still in transition with me she was full time and did have two weeks. The called and fired me for sales, I wish they would listen to the calls and see how many chance I actually had for sales. My main concern was taking care of the customers issue then it would get to the end up the call and i would try and throw a sale in but face it unless it is free they do not want it and even if it is free if they have to call back to cancel it they don't want it. I guess some people are better at sales but I would like to hear how well the customer was treated and of the issue was handled correctly. In the end no one was around to talk to that I have dealt with and one part that really upset me is they said we gave you a written final warning... no they did not I was gone with my disease. It was just such a shock, I need that money for my prescriptions and a doctor coming up. Some warning would of helped. Some explanation from someone that did not give me the vibe of heartlessness. So disappointed and do not know what to do next.
Only company I have ever seen that would fire supposedly over having just less than 98% sales attainment. In reality, they want to pay their "WAH" (work at home) employees less. So, after a couple of years of raises, unless you manage to escape the "firing lottery", you will too be replaced by someone with less talent for less money. They are heartless, gutless USERS.
The same thing has began occuring here in Virginia...when Convergys took over a popular satellite compnay's customer service work. The state of VA signed a contract with Convergys to employee 100 persons...to help promote rural unemployment rates. I believe the jobs here in VA were just taken on; in order, to get the "BAck to Work" tax write offs...Matter of fact; everyone I spoke with qualified for the tax incentive. It did not matter how long they employeed us...OR if we maintained our employment. It was almost if they set rules, regulations...and boundaries that are almost incapable of being met...so that they can hire more persons for write off at tax time!
Convergys is telephone sweatshop labor plain and simple! Every Convergys call center in North America is located near a college or university in order to recruit the large number of warm bodies needed due to the high turnover of workers. Workers are treated poorly because Convergys can always hire more cheap labor replacements and work them to the point of burnout.
New employees would be well advised to read all of the waivers HR gives new employees to sign their first day on the job--mandatory arbitration (note: public policy issues such as minimum wage, overtime, discrimination, etc. can't be arbitrated away), no severance pay for floor agents, etc. Don't bother asking for copies of what you sign to run past an attorney, HR will claim "proprietary" and refuse your request. Everything is stacked against new hires in order for Convergys to avoid liability and responsibility.
Convergys is well known to Utah Workforce Services for being notorious in trying to screw employees out of unemployment pay. I know of cases where Convergys layed off employees covered under the Family Leave Act in violation of federal law. The only reason Convergys gets away with it is because employees don't file complaints with EEOC and other government agencies.
Those bogus "Verbal Warnings" given to employees to sign are a device to either get out of paying that whopping 5 to 20-cent an hour raise to employees or setting the employee up to be fired with cause to get out of paying unemployment. One woman was fired from the USPS account for discussing religion when the recorded call clearly shows she didn't. She got paid unemployment when Workforce Services heard the recorded call. When AT&T closed part of their account in Orem, Convergys tried to get out of paying unemployment by claiming layed off workers quit because they didn't apply for another job like other people that walk in of the street. Workforce Services actually had to explain to an Orem Convergys Operations Manager what a job offer is. That should tell you how stupid upper-levels of management are at Convergys in Orem! Most of the managers at Convergys in Orem are useless and couldn't get a management job anywhere else.