Late last month, we had the opportunity to appear on CNBC as a bobbling head of consumer advocacy. The producers pitted us against Tom Mangan, a VP of customer care at Convergys, a call center outsource service company. Tom contended that his company adhered to the highest levels of ethics and customer care. He believed that the customer was always number one. The bloggings of a former employee tell otherwise.
Charles details how his team telemarketed credit cards to immigrants who seemed to have little understanding of what they were being talked into. The team leaders constantly emphasized quotas and keeping their bosses off their backs. At no point, says Charles, did anyone utter a word of concern about how the customer was treated. That’s not the worst of it, though.
Charles blogs that his team leader was a drug dealer who dealt to other employees. The team leader also got customers from the outside jobs inside the company. As these clients got promotions, he used their previous relationship to move more product and insulate himself from corporate scrutiny.
It should be noted that Charles writes this seven years after working there for one month and that shortly afterwards, he developed an extensive drug habit, which may damage his credibility in some books. Betcha there’s still some of his bosses’ former clients amongst the Convergys ranks, though.
Read the rest of Charles’ entry here.
Previously: Convergys Not The Cat’s PJ’s?