Everyday you walk in and sit down to a large call volume so you're never bored. You take calls and then write notes about the call for future representatives to reference, if you need to speak to your supervisor or Team Leader they are easy to find and helpful. Convergys has a large turn over rate so there are always new people to meet and talk to and every few months it feels like a change over in staff. I did learn about ownership at Convergys which is something that I have taken with me through all of my jobs since. Ownership is important because once you are involved with someone's issue or have taken on a responsibility it is easier and faster for you to complete the job than hand it off to someone else. I also learned that there are many kinds of good and bad customer service. The templates help but a person can figure out what another person wants by listening to their words, voice, tone and so much more.The hardest part was trying to help store front shops who were assisting especially difficult customers but it could be done. The best part was taking the extra step in assisting someone with their issue and making them feel like they had been heard and helped as much as possible.
Helping 30+ people in a day