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Convergys review

Review for final exam
by

Jessica Lopez

on 19 December 2012

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Transcript of Convergys review

SENA Convergys BPO standard course of study. REview Customer Service BPO
A call centre or call center is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. Call Center A contact center, also known as customer interaction center is a central point of any organization from which all customer contacts are managed.
Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging. Contact Center As a leader in customer management for over 30 years, Convergys is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Convergys Convergys Colombia Is the provision of service to customers before, during and after a purchase. "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. Offshore Off-shoring describes the relocation by a company of a business process from one country to another—typically an operational process, such as manufacturing, or supporting processes, such as accounting. ITES Often the business processes are information technology-based, and are referred to as ITES-BPO, where ITES stands for Information Technology Enabled Service. Back-office A back office is a part of most corporations where tasks dedicated to running the company itself take place. The term "back office" comes from the building layout of early companies where the front office would contain the sales and other customer-facing staff and the back office would be those manufacturing or developing the products or involved in administration but without being seen by customers. Outbond Inbond An inbound call center is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations and debt collection. Positive results for convergys in the first year of operations in Colombia.

In its first year of operations in Colombia, Convergys has met all expectations and thanks to these good results will continue its expansion and investment in the country, with the opening of a new "site" in early September.

This expansion is doubling the job opportunities for new agents in English and Spanish.
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