Congratulations to Dave Dougherty on the Education at Work program which he founded in 2012 providing call center and back-office services to area businesses (?New jobs for a new generation? March 24). This initiative is long overdue in Greater Cincinnati since we have seven major corporations based in Cincinnati, and several have call centers in Cincinnati.
Dougherty was CEO of Convergys Corporation from 2007-2010 and authorized the outsourcing of much of the call center business for customer service, sales, and technical support to The Phillippines and India. Convergys closed many call centers in the US, including Norwood, and opened new centers in the Philippines and India to cover the same business needs for AT&T, Macy?s, and Dell among others at a substantial savings per agent rate, increasing Convergys? bottom line profit and saving the client monies.
Unfortunately, this affected the quality of customer service due to the language barriers, and morale to the US-based employees.
Convergys justified the contact center closings and major layoffs by stating ?this is not personal, just business,? and expected loyal, hard-working dedicated employees to understand the new business model. These layoffs targeted all business lines and levels of staff and hourly employees across the board.
I?m impressed that Dougherty is now ?helping? students learn new job skills, and lower their college debt. I wish he had had this same?vision in 2007-2010 when he was CEO of Convergys. Convergys would have continued to be a great company, one that cared for it?s employees, and experienced the growth within the United States and Cincinnati, as well.
Bev Rieckhoff, Glendale
Posted in: business, economy, employment, Greater Cincinnati, Ohio
Tags: Convergys, customer service, Glendale, outsourcing
Source: http://cincinnati.com/blogs/letters/2013/04/01/former-convergys-ceo-hurt-company-by-outsourcing/
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