Quality talent pool pushes Convergys Philippines' 10-year growth

MANILA, Philippines - One of the pioneers in the BPO (business process outsourcing) industry chalks up its dynamic ten-year growth to the availability of a high quality talent pool in the Philippines. 

In 2003, Convergys started with its first site in Makati when the industry was still in its infancy.  The company has since emerged as a top and long-running industry performer, boasting over 35,000 employees nationwide, opening a 22nd site by September, and reaping several awards along the way.

A three-time winner of the BPO Employer of the Year award and two-time winner of the BPO Company of the Year in the International ICT Awards, Convergys is also in the PEZA Hall of Fame for winning Top Employer and Top Exporter three times in a row in both categories.

The BPO giant has multiple sites located in nearly every significant business district in the country; from Makati and Ortigas, to Baguio, Bacolod and Cebu.  It announced expansion in 8 new sites, notably Alabang 2, Alabang 3, Bacolod 3, Baguio, Cebu-TGU, Megamall, MDC-100 in Libis, and Cebu 5.  On its tenth year, Convergys has set its sights on Mindanao and will open its first Davao site by next month.

“From 0 to 35,000 employees in the Philippines today, we achieved in just ten years,” Convergys Country Manager Ivic Mueco said.  “We take great pride in our “build-from-within” philosophy:  more than 80% of our leaders have grown their careers in Convergys, many of whom started as Agents.”

The Philippines is one of the prime hubs for the Cincinnati-headquartered global company.  The country is now its largest geography, taking 44% of their 80,000 global headcount.

Its diverse workforce in the Philippines also includes returning OFWs (overseas Filipino workers) and qualified senior citizens and retirees looking for a second career opportunity.

Mueco said that the factors in having the Philippines as the top location for Convergys varies from the high literacy rate to a business-friendly government.  She credited the Filipinos’ way of adapting to various cultures as the main factor of the continuous expansion of the company.

“As part of our commitment to help improve employability of the talent pool, we have a free program called Near-Hire Training.  It is a communications training that helps improve chances of success into getting hired for Convergys.  We only launched this program in April, but have already trained almost 700 individuals and hired 343 graduates,” Mueco said.

Marife Zamora, Managing Director of Convergys for Asia Pacific and EMEA, pointed out that, “The Philippines has emerged as a top-notch destination for the provision of customer management services to Convergys clients from North America, United Kingdom and Australia.  The biggest advantage continues to be the availability and high quality of the potential employee pool found in the Philippines.”

Convergys President and CEO Andrea Ayers, who was in town for the company’s anniversary celebration, was all praises for the local management team.

“We are grateful to our Philippine team for their passion and commitment to superior service delivery for our clients and customers.  We are honored and proud that Convergys continues to be the largest private employer in the Philippines,” Ayers said.

Competition to get the best of this potential talent pool remains fierce in the BPO industry.  Compared to other industries, BPOs face the challenge of higher employee attrition. Mueco said the company has learned to handle the situation well through various internal programs.

“We emphasize a rewarding work experience and leverage employer branding-- best training, best facilities, best engagement initiatives, and best career opportunities,” she said.  “Our goal is for every employee to become a key point of differentiation and a competitive advantage for the company.  They are our greatest resource and by emphasizing talent development, we are able to help them develop their skills, and move into different roles within the company.  We invest in the continuous development of our employees at all levels.”

Asked how the country’s workforce can remain competitive, Mueco advised, “Our opportunity to further grow the BPO industry in the Philippines lies in having a steady supply of talented, English-proficient, customer-service oriented employees and we work closely with the government and academe to ensure the continuing provision of English language skills to the country’s youth.”