Next year, the US-BASED Convergys Corp. is planning to expand the call center in the country so they opened its biggest call center in Makati.

According to Convergys Senior Vice President for Human Resources Clark D. Handy, the demand for more sites in the Philippines continues to develop due to Filipinos’ quality of work and their similarity with Western culture. Handy added that clients had chosen the Philippines because of their skills and the quality of Filipino’s work ethic is tough.

This year, Convergys received positive feedback from client satisfaction survey. By giving a 1 to 5 rating (1 being the lowest and 5 as the highest score), the survey allowed clients to evaluate the services provided by their agents.

Marife Zamora, Convergys Vice-President and Country Manager for the Philippines, stated that this year the company got an average grade of 4.02 and they were targeting 4.0. The firm is visualizing to open new sites next year because of the high demand from mostly US clients and from new clients in United Kingdom and Australia.

Last April, they had opened contact centers in the following locations:

• Cebu Asiatown i3, Cebu City
• Technohub of the University of the Philippines
• Ayala Land, Inc., Quezon City
• Nuvali TechnoHub in Sta. Rosa, Laguna

Another floor will be added due to the demand of clients. This will render 300 seats at the Technohub in Quezon City this year. Also, 300 seats at the former San Lazaro racetrack in Manila will be opened in January 2010. There are 420 seats in Quezon City site and 460 seats in San Lazaro site. This will result to 2,000 jobs next year. The firm’s services were not affected by typhoon Ondoy last October because they had multiple back-up systems to make sure that operations would maintain. According to Ms. Zamora, the firm wants to expand its work force to 20,000 this year. Their target is to employ 20,000 employees. They can offer more jobs in the opening of the Glorietta 5 site which is known as the largest Convergys contact center in the world with 2,041 seats. This will give 3,500 jobs in the future. [via bworld.com.ph]