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Employee Retention of Convergys Corp.

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Pratik Kukreja
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Employee Retention of Convergys Corp. - April 7th, 2011

Employee Retention of Convergys Corp. : Convergys Corporation (NYSE: CVG) is a corporation based in Cincinnati, Ohio that provides customer relationship management services, consulting and professional services, billing services, and self-care technology. Most of its clients are companies in the telecommunications, financial services, technology, government, and employee care markets.
The business has nearly 75,000 employees and clients in more than 70 countries, speaking more than 35 languages, from 85 sites across North America, Europe, the Middle East, India and Asia (most notably in the India and the Philippines), the Pacific, and Latin America.
Convergys provides support to companies like General Motors and Comcast.

The company grew from Cincinnati Bell Information Systems and MATRIXX, both subsidiaries of Cincinnati Bell, and AT&T Solutions Customer Care (formerly AT&T American Transtech), which was sold to Cincinnati Bell in 1998; an IPO in 1998 made it a fully independent company. Since then, Convergys' headquarters in Cincinnati, Ohio, has acquired numerous companies.On march 3, 2011, the EEOC filed a lawsuit against the company for religious disrcimination.

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Convergys Corporation (NYSE: CVG), a global leader in customer care,
human resources, and billing services, announced today its selection to the InformationWeek 500 Top 10, a prestigious
list that recognizes companies for their innovative use of technology. At the awards ceremony held last night in Tucson,
InformationWeek recognized Convergys for its innovative use of technology-based solutions that improve customer loyalty and
profitability and that improve employee retention. For 20 years, InformationWeek has identified and honored the nation’s most innovative users of information technology with
its annual listing. The list is unique among corporate rankings because it spotlights the power of innovation in information
technology, rather than simply identifying the biggest IT spenders. Convergys has rapidly moved ahead in
the listing over the past two years, going from a ranking in the top 500 in 2005, placing 81 in 2006, and now being in the Top 10.
“We develop and deploy innovative technology-based solutions to transform customer and employee relationships through proactive care, raising the effectiveness of self-care, enhancing agent efficiency, and optimizing the value of all customers,” said Bob Lento, Convergys President, Information Management, who was present in Tucson to accept the award. “Convergys has invested hundreds of millions in research and development and now holds an impressive 137 patents or patents-pending for advanced technology in all phases of customer care, human resources, and billing.” “Being recognized in Information Week’s Top 10 demonstrates that Convergys continues to provide its clients innovative and differentiated customer care solutions. Innovation—particularly in taking the contact center into the realm of the business intelligence center—is one of many reasons why Convergys is a leading customer relationship management company,” said Stephen Loynd, IDC Program Manager, Contact Center Services. “We’d like to extend our sincere congratulations to all InformationWeek 500 honorees. These companies represent today’s
leading technology innovators, many of whom have joined us this week,” said InformationWeek vice president and publisher,
John Siefert. “This group has prompted fascinating discussion on some of the most forward looking business technology
initiatives to date.”
Two solutions were noted that highlight Convergys’ ability to leverage technology. Thefirst solution helps clients optimize customer experience with a solution that enables automated, real-time, and proactive policy management across all customer contact channels. This software and services solution augments a company’s existing systems, data, and processes. It also drives informed and actionable decision-making that maximizes the lifetime value of each customer while increasing agent efficiency, quality of service, and customer satisfaction and loyalty. Another example is Convergys’ early warning system used throughout its 79 global contact centers to address employee retention
and encourage employee engagement and productivity. This proactive retention intervention process and tool combines
qualitative data from one-on-one conversations between agents and team leaders with quantitative data, to gauge an employee’s
likelihood to exit the company. Based on an employee’s likelihood to leave, Convergys is able to take appropriate steps to intervene and retain the employee before it is too late.

Convergys Corporation, a global leader in customer care, human resources, and billing services, announced today its selection to the InformationWeek 500 Top 10, a prestigious list that recognizes companies for their innovative use of technology. At the awards ceremony held last night in Tucson, InformationWeek recognized Convergys for its innovative use of technology-based solutions that improve customer loyalty and profitability and that improve employee retention.

For 20 years, InformationWeek has identified and honored the nation's most innovative users of information technology with its annual listing. The list is unique among corporate rankings because it spotlights the power of innovation in information technology, rather than simply identifying the biggest IT spenders. Convergys has rapidly moved ahead in the listing over the past two years, going from a ranking in the top 500 in 2005, placing 81 in 2006, and now being in the Top 10.

"We develop and deploy innovative technology-based solutions to transform customer and employee relationships through proactive care, raising the effectiveness of self-care, enhancing agent efficiency, and optimizing the value of all customers," said Bob Lento, Convergys President, Information Management, who was present in Tucson to accept the award. "Convergys has invested hundreds of millions in research and development and now holds an impressive 137 patents or patents-pending for advanced technology in all phases of customer care, human resources, and billing."

"Being recognized in Information Week's Top 10 demonstrates that Convergys continues to provide its clients innovative and differentiated customer care solutions. Innovation - particularly in taking the contact center into the realm of the business intelligence center - is one of many reasons why Convergys is a leading customer relationship management company," said Stephen Loynd, IDC Program Manager, Contact Center Services.

"We'd like to extend our sincere congratulations to all InformationWeek 500 honorees. These companies represent today's leading technology innovators, many of whom have joined us this week," said InformationWeek vice president and publisher, John Siefert. "This group has prompted fascinating discussion on some of the most forward looking business technology initiatives to date."

Two solutions were noted that highlight Convergys' ability to leverage technology. The first solution helps clients optimize customer experience with a solution that enables automated, real-time, and proactive policy management across all customer contact channels.

This software and services solution augments a company's existing systems, data, and processes. It also drives informed and actionable decision-making that maximizes the lifetime value of each customer while increasing agent efficiency, quality of service, and customer satisfaction and loyalty.

Another example is Convergys' early warning system used throughout its 79 global contact centers to address employee retention and encourage employee engagement and productivity. This proactive retention intervention process and tool combines qualitative data from one-on-one conversations between agents and team leaders with quantitative data, to gauge an employee's likelihood to exit the company. Based on an employee's likelihood to leave, Convergys is able to take appropriate steps to intervene and retain the employee before it is too late.
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