Convergys emerges best performer, HRO

NEW DELHI, INDIA: Convergys, the winner of the HRO category of the 2009 Global Services 100 study, is a new entrant into the GS100 survey, and it managed to sweep away the HRO category. None of the last year’s winners feature in the 2009 list. This year’s list is completely fresh!

Repeated contract renewals without the bid process is one of Convergys’ biggest traits. It is testimony to the company’s leadership in this area. In 2008, Convergys renewed an HRO contract with a global technology firm, a world leader in management services and a significant state government entity.

However, last year Convergys also witnessed the termination of one of the biggest HRO deals it had with Starbucks. The customer canceled the deal due to its own in-house issues. But the deal termination affected Convergys to some extent.

Despite such loss and the impact of global recession, the company started recovering in the last quarter of 2008. Convergys’ revenues grew from $676 million in Q3 '08 to $704 million in Q4 '08. However, Q4 '08 revenues is lower than what the company had posted in previous year’s third quarter - $714 million.

Still, the challenges are no less in the months to come. However, Convergy’s three-dimensional capability -

skilled people (over 75,000 employees across the world), vast processes (HR offerings include recruiting and resourcing, compensation, HR administration, payroll, benefits, performance management and learning, workforce intelligence and enabling services) and delivery network (Convergys’ integrated HR service centers located in Jacksonville, Florida; São Paulo, Brazil; and Kuala Lumpur, Malaysia) — is able to derive business value for its global HRO customers.

“We leverage our 72 customer service centers and 12 employee service centers to cater to our customers, and also support employee relationships in 70 countries and in 35 languages. Our model uniquely optimizes regional service-center efficiencies while supporting local (and native) languages, cultures, norms, rules and regulations,” said David F. Dougherty, CEO, Convergys.

“At the same time, our expertise in SAP-based HR solutions and our partnership with SAP permits us to influence platform decisions and deliver increased benefits to our clients. Convergys has expertise in PeopleSoft Oracle-based HR Solutions. And these are the things that differentiates us from others,” he added.

While many HR service providers’ offerings are still restricted to payroll, HR administration and benefits, Convergys’ services have grown beyond to learning, resourcing and many other HR management services. In fact, 2009 has just begun and the company has announced its big achievement. It implemented on-time “go live” HR management services for its Fortune 50 customer.

The “go-live” took place in 10 countries in multiple languages in Latin America, North America and Asia Pacific. Convergys used its “transform-then-transfer” approach to redesign the customer’s global HR processes then implemented an integrated, SAP HRIS platform including corresponding manager and employee self-service portal.

©Global Services