You believe there are no questions without answers.
We can relate.

To help give you all the information you need to make a decision about starting a career as a Convergys Home Agent, we’ve compiled a list of Frequently Asked Questions. Select a category below to see the questions that relate to that topic.

Getting Started
  • What is the process for becoming a Convergys Home Agent?

    Our on-line application has 7 steps:

    1. Testing Your PC (Technology Requirements)
    2. Test Your Internet Speed
    3. Select Country and select Jobs
    4. Begin Your Application Profile
    5. Complete Your Application Profile
    6. Enter Demographic Information
    7. Test Your Voice Quality

    Convergys Recruiters review new applications and contact qualified candidates to discuss employment opportunities. You will receive communication via email upon receipt of your application. If you utilize any mail filtering programs, please ensure that mail from convergys.com will not be blocked.

    For more details, see the Pre-Screen & Apply page of our Work At Home section.

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  • What do you mean by the term “home office”?

    Your home office should be separate from any noise or distraction in your home. Ensure your home office is equipped with the tools – and work area – you will need to be able to do your job, just as if you were in an actual office environment.

    You will likely want to share with family, friends and neighbors that you will be joining Convergys as a Home Agent, and that when you are working in your home office, you cannot be disturbed during your scheduled work time.

    Working from home will require you to be at your computer with no interaction except for the incoming calls that you receive from your computer via soft phone for up to 8 hours at a time. The perception that we need to give is that you are working in a call center, not at home. We have a zero tolerance policy for noise.

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  • Does it cost anything to become a Convergys Home Agent?

    There are no fees associated with joining the Convergys Home Team.

    If an employment offer is extended, you will need to supply your own work equipment to enable you to work from home, including:

    1. A home computer that meets Convergys’ PC specifications (see related question). You can test your PC automatically when you start your application.
    2. A USB headset with a built-in digital signal processor. If you do not own one, you can purchase one locally or from the Dell Store, which offers equipment configured to meet the Convergys standards.
    3. High-speed Internet access that meets Convergys' specifications (see related question).
    4. An Internet Service Provider that Supplies 2 or more IP addresses OR an Internet Service Provider that supplies 1 IP address and is connected to a router.
    5. Power Bar/Surge Protector that is UL 1449 Recognized – This will assist in protecting equipment plugged into the power bar, in the event of an electrical storm or power surge.
    6. A telephone with a mute button (All monthly telephone and internet charges are the responsibility of the employee and are not reimbursed by Convergys.)
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  • What kind of work can I expect to perform as a Home Agent?

    As a Convergys Home Agent, you will be receiving incoming and occasionally outbound calls from customers of leading companies. The types of calls vary, and may include sales, customer service with upselling, troubleshooting, or technical support. Convergys provides a comprehensive, paid training program designed to develop successful Home Agents.

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  • Will I have to call people to sell them things?

    No, the majority of our calls are inbound; we do not do any telemarketing.

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  • Will I have to do any high-pressure sales?

    No, customers who call generally know what they want to order, but may need help to identify the right item. Some of our programs require more proactive sales skills than others. These programs are not high pressure sales situations, but do require the ability to offer alternative products and sell additional products to customers. Some of our Client’s do require achieving a desired sales metric.

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  • Do I have a choice of which program I work on?

    We determine what experience, skills and qualifications are required for each program. We then screen our potential home agents for those characteristics. If you are a match for more than one of the clients for whom we are hiring, we may ask you to select your preference.

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  • Is there an expected number of calls I must take each hour?

    Performance goals are determined in accordance with each of our clients’ needs. In order to operate as efficiently as possible for our clients, you probably will receive calls in a fairly steady stream during each work shift. The ability to handle those calls with the appropriate balance of good customer service and efficient resolution will be one of the things we will train you to do well.

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  • What kind of support will I have while I am working? What if I have questions?

    Even though you will be working remotely from the comfort of your home, you will always have the support of your program team. You will have team leaders and coaches who are knowledgeable in your program, and are available via chat rooms and over the phone. Similarly, we provide round-the-clock technical support in the event that you have any problems with any of our telephone or computer systems.

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  • Is a pre-employment background check required?

    Yes, Convergys performs background checks as a condition of employment for all positions in the US and Canada. Background checks are required for some UK positions.

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Testing Your PC (Technology Requirements)
  • What are the technical requirements for becoming a Convergys Home Agent?

    In addition to submitting an on-line application, you will need to supply your own work equipment to enable you to work from home, including:

    • A home computer that meets Convergys’ PC specifications (see related question). You can test your PC automatically when you start your application.
    • You may be required to provide an approved USB Flash Drive
    • A USB headset with noise cancellation feature
    • High-speed Internet access that meets Convergys' specifications (see related question). Convergys recruiters will assist qualified candidates in assessing Internet access as part of the application and hiring process.
    • At least two open USB ports. Unnecessary peripherals can be removed while working to free ports (cameras, printers, game controllers etc)
    • UPS or Surge Protector that is UL 1449 Recognized – This will assist in protecting equipment plugged into the power bar, in the event of an electrical storm or power surge.
    • A telephone with a mute button (All monthly telephone and internet charges are the responsibility of the employee and are not reimbursed by Convergys.)
    NOTE: Upon receipt of an employment offer, Convergys US Home Agent candidates will be required to provide a notarized employment eligibility form. You will need to send this form to the Convergys offices via overnight delivery. Please note that you will be responsible for the notary fee (if applicable) and the overnight delivery fees Close
  • What Internet access specifications are required?

    To effectively accommodate the Convergys Home Agent Virtual Desktop, you will need to have your Internet access provided by a cable or DSL provider. (Wireless or satellite broadband does not work effectively with our system and therefore does not meet our requirements).

    • Convergys requires certain speeds for uploading and downloading data:
          -Minimum up load speed of 500 kbps (.5mbps)
          -Minimum down load speed of 1500 kbps (1.5 mbps)

    • You must also meet the HA Voice Quality Test with a score of 3.8 or higher

    To test your Internet Speed, go to http://speedtest.convergys.com/

    To test the Voice Quality of your Internet Speed Carrier, go to http://www.haquality.convergys.com/

    Once you submit your application on-line, you may be contacted by a Convergys recruiter who will assist qualified candidates with an assessment of their Internet access capabilities to ensure they meet the Convergys Home Agent requirements.

    To successfully operate on the Convergys Home Agent network, you will need to connect your PC to a wired router, such as those sold under the brand names Belkin, Linksys, Netgear, and D-Link.

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  • What PC specifications are required?

    You can test your current PC configuration for the following requirements through our site when you start your application:

    • 3.0 GHZ Processor (minimum of a Pentium 4 processor or equivalent processor running at a clock speed of 3.0 GHZ)
    • 2 GB of RAM for Windows XP, Vista users* or Windows 7 users
    • 12 GB of Available Hard drive space

    Additional equipment requirements include:

    • Monitor - 17" minimum (capable of 1280 x 1024), Flat Panel Display highly recommended
    • USB Headset with noise cancellation.
    • No Wireless Devices, i.e. headset, keyboard, mouse
    • Telephone with a mute button available during all scheduled work hours to be used during training, team meetings and feedback sessions (All monthly telephone and internet charges are the responsibility of the employee and are not reimbursed by Convergys.)
    • Wired router - such as those sold under the brand names Belkin, Linksys, Netgear and D-Link
    • At least two available USB ports with unnecessary peripherals removed while working to free up the ports(cameras, printers, game controllers etc)

    Computer Software requirements include:

    • One of the following Windows Operating Systems
      • - Windows XP 32-bit OS
        - Windows Vista 32-bit OS
        - Windows 7 32-bit or 64-bit OS
    • Current anti-virus / spyware software updated and installed at all times. Convergys recommends for support purposes one of the following:
      • - Microsoft Security Essentials (free)
        - Norton
        - McAfee
        - Symantec
    • A full anti-virus system scan completed within the last 30 days
    • If hired, a full anti-virus system scan is required EVERY 30 days to maintain security
    • Internet Explorer 6.0 SP2 or better
    • Minimum Windows Media Player 9.0*
    • Adobe Flash player plug-in version 9.0 or above installed*
    • Minimum Adobe Acrobat Reader 6.0*

    *You can get the latest versions of Adobe Flash player and Adobe Acrobat Reader FREE at the Adobe site www.adobe.com. You can also get the latest version of Windows Media Player for FREE from www.microsoft.com.

    PLEASE NOTE:
    You must apply from the same PC/system from which you plan to work if hired as a Convergys Home Agent. During the application process, your PC will be validated to ensure that it meets the minimum system requirements.

    If a position is offered as a result of this application, Convergys will verify that your PC is the same or superior to the one used during the application process.

    If you replace or make changes to your system during the course of application or employment, you will be required to notify us in advance and retest your system to ensure the requirements listed above are met. You must also receive pre-approval before using a different system to perform work.

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  • What USBs are approved for use?

    Convergys requires the use of the SanDisk Cruzer 8GB flash drive. At present this is the only approved and recommended brand of USB flash drive that is supported by the Convergys Home Agent Program.

    Where can I purchase this?

    Amazon, Walmart, Best Buy and Radio Shack all carry the SanDisk Cruzer 8GB Flash Drive.
    Amazon Product Name: SanDisk Cruzer 8GB USB Flash Drive
    Amazon Product Model: SDCZ36-008G-A11
    Walmart Product ID: 0061965905370
    Best Buy SKU: 9226777
    Radio Shack Catalog: 25-1110

    This drive is carried by many retailers nationwide for less than $20. This product is also available online through Amazon.com by searching for the product name and specific model listed above.

    The SanDisk Cruzer 8GB USB flash drive comes in many different colors, including red as pictured above. If there are any questions, please contact your local retailer with this information and/or product numbers listed above.

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  • Is my Internet browser supported?

    The on-line application process requires Internet Explorer 6.0 or greater. Please ensure that have your privacy settings configured to accept cookies, prior to starting the application process.

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  • My PC failed the Voice Quality test. What now?

    Convergys asks Home Agent applicants to perform a Voice Quality test of their home PC to ensure that the Internet service is compatible with our systems, and is capable of delivering the quality our clients and their customers require.
    The test is able to simulate voice traffic between your home and a server at Convergys to determine if you will be able to effectively utilize voice over IP. The simulated traffic is routed over port 5060. If you have a home router or firewall, this port must be open to Internet traffic to successfully execute the test.

    While Convergys does not provide support on how to configure your home network in order to use this tool to validate your service, your specific router or firewall vendor can provide instructions on how to open or enable this port. Please consult with your ISP provider and/or router vendor for help as needed.

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  • Can I have a high speed internet connection (or extra phone line) installed after I am offered a job?

    In many cases, customer care professionals start training within a few days of being hired. For this reason, you need to have the necessary home office set-up prior to being offered a position.

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  • Can I work wirelessly?

    To successfully operate on the Convergys Home Agent network, you will need to connect your PC to a wired router.

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  • Are my home set-up expenses tax deductible?

    Possibly, but you will need to discuss this with a professional tax advisor.

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  • Can I work on a Macintosh computer?

    No. At this time the Macintosh Operating system is not supported.

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  • Do I need to have personal router, in addition to my ISP modem, for a work at home position? If so, why would I need it?

    Yes, you will need a personal router. A personal router, installed along with your ISPs cable or DSL modem, will allow multiple IP addresses to be supported from your home network environment. Convergys work at home requires 2 IP addresses.

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  • Can I use a router/modem combo?

    Yes. However, you cannot use wireless to support Convergys work at home. Your computer, or any Convergys provided equipment, must be connected to your router/modem with a cable.

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  • While attempting to apply, my computer froze and I was unable to complete my application. What should I do?

    Please create a new profile.

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  • What if I forgot my username?

    For returning users your username will be the email address you entered when you initially applied. If this email address is no longer in use, please create a new profile using your current email address.

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  • What if I forgot my password?

    If you have forgotten your password, you will need to create a new profile and start the application process again.

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Why Work With Convergys?
  • Who is Convergys?

    A recognized global leader in relationship management, Convergys delivers a range of solutions that help create valuable relationships between our clients and their customers. Headquartered in Cincinnati, Ohio, Convergys employs more than 70,000 employees in 67 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, Africa, and Asia.

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  • What awards has Convergys received?

    As a Convergys Home Agent, you'll be in the company of champions, joining an organization recognized by leading publications and groups for our excellence. Please check out our news and events.
    http://careers.convergys.com/AboutUs.aspx

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  • What are the advantages of becoming a Convergys Home Agent?

    Joining the Convergys Home Team provides you a host of benefits, including the flexibility to work from your own home, saving both time and transportation costs. As a Convergys employee, you will be eligible for all applicable benefits on your first day of employment. You'll also save all the additional costs of working in a traditional office environment -- such as business wardrobe, dry cleaning, meals eaten out, transportation and more!

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  • Does Convergys support community-action programs?

    Yes. The Convergys Community Action Team supports our employees' volunteer efforts around the world. Our employees nominate project ideas and then coordinate the projects with employee volunteers. Furthermore, our individual centers participate in numerous local community activities as well as supporting global initiatives.

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Schedule, Pay & Benefits
  • What is the pay for a Convergys Home Agent?

    As a Convergys Home Agent, you will be paid an hourly wage for your training, as well as for your time worked. This hourly wage is determined based on the work you perform for our clients' customers. You will receive additional information on this as you discuss your schedule and work preferences with a member of the Convergys Home Team, as part of our hiring process.
    In addition to paid training, Convergys Home Agent employees are eligible to select from applicable benefit offerings. (see related questions)

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  • How often are Home Agents paid?

    Convergys Home Agents in the United States are paid every two weeks, or 26 times annually.
    Convergys Home Agents in the United Kingdom are paid on an hourly basis, which accrues from day to day and shall be payable by 12 equal monthly installments.

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  • How exactly is pay determined?

    Convergys Home Agents are paid hourly, based on the time that is logged into an electronic time keeping system. Your schedule will include a minimum and maximum set of hours. Additionally, you will be able to validate your time worked before submitting it through the time keeping system.

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  • How would I get paid as a home agent?

    Convergys Home Agents are offered two methods to receive pay: Direct Deposit with a Savings and/or Checking account and or a Paycard option which is another type of Direct Deposit that automatically loads your pay onto a debit card.

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  • What schedules and hours are available to Home Agents?

    Convergys Home Agents are offered part-time and full-time scheduling options that range from 16 to 40 hours of work per week. Schedules are made available based on program needs.

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  • Can I work whatever hours I want?

    No. Shift commitments are a fixed schedule you agree to when you are offered a job. Some programs have the flexibility to match your availability and a matching schedule will be created. You will always know what schedule you are working at least two weeks in advance. After Convergys publishes your work schedule, we expect you to work that schedule unless you have preapproved time off. To ensure high service levels for our clients, we have guidelines for schedule adherence and a reliability policy for all of our employees.

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  • How does Convergys determine what my schedule will be?

    Your schedule is based on your chosen work shift availability and the client’s projected call volume. We post all work schedules in our Web Center for you to see. We require weekday and weekend availability, Convergys chooses your 2 days off per week. Convergys does not guarantee you will be scheduled for all of the hours you show as available nor do we guarantee a minimum number of hours per week.

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  • What happens if I can’t work during a scheduled time?

    Through our online Web Center, you can let us know if you will not be able to work. As with a conventional job, we understand that there will be times when you are sick, or otherwise unable to work during scheduled times. To ensure high service levels for our clients, we have guidelines for schedule adherence and a reliability policy for all of our employees

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  • Will there ever be overtime opportunities?

    Overtime opportunities may exist, and are typically determined by business needs.

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  • Are there performance evaluations?

    Yes. There are regular coaching/ counseling and performance discussions

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  • What benefits are available for Home Agents in the United States?

    US Home Agents are employees of Convergys and are eligible for all applicable benefits in line with plan provisions, on their first day of employment. Your benefit options include:

    • Paid Holidays and Paid Vacations
    • Medical Coverage
    • Dental Coverage
    • Vision Coverage
    • Basic Life Insurance
    • Additional Life Insurance
    • Dependent Life Insurance
    • Accidental Death and Dismemberment Insurance
    • Health and Dependent Care Flexible Spending Accounts
    • Short and Long Term Disability Insurance
    • Tuition Reimbursement
    • Retirement and Savings Plan (401k) with a company match
    • Employee Stock Purchase Plan

    For complete plan offerings and details, see our US Benefits page.

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  • What benefits are available for Home Agents in Canada?

    Home Agents in Canada are employees of Convergys and are eligible for all applicable benefits, including:

    • Paid Holidays and Paid Vacations
    • Medical Coverage
    • Dental Coverage
    • Vision Coverage
    • Basic Life Insurance
    • Additional Life Insurance
    • Dependent Life Insurance
    • Accidental Death and Dismemberment Insurance
    • Critical Illness Insurance
    • Short and Long Term Disability Insurance
    • Tuition Reimbursement
    • Retirement and Savings Plan
    • Employee Stock Purchase Plan

    For complete plan offerings and details, see our Canada Benefits page.

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  • What benefits are available for Home Agents in the United Kingdom?

    UK Home Agents are employees of Convergys and are eligible for all applicable benefits, including:

    • Generous Annual Leave Allowance
    • Medical Coverage
    • Dental Coverage
    • Eye Care Vouchers
    • Life Assurance
    • Employee Assistance Programme
    • Non Contributory Pension Scheme
    • Employee Stock Purchase Plan

    For complete plan offerings and details, see our UK Benefits page.

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Training
  • What type of training can I expect?

    Initially, you will participate in a training course that is specific to the client company you will be supporting. The duration of this training course varies, depending on the role you will play in support of the customers. You will receive information on the duration of this training early in your on-boarding process with Convergys. Additionally, as a Convergys employee, you will participate in continuing development training to enhance your job performance.

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  • How do I participate in these training programs?

    Training courses will be delivered in self-paced and instructor-led formats via your PC, using special techniques for distance and adult learning. As a member of the Convergys Home Team, you will have the flexibility and comfort of progressing through the training courses in the privacy of your own home.

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  • Can I attend training while away from my home office?

    No. Training must be attended and completed in a home agent’s secure, noise- and distraction-free home office on a pre-certified home-office computer system.

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  • How long will it take to become trained and eligible to take calls?

    The length of your training will be determined based on the support you will be providing to our clients' customers. You will be paid for your time spent training, and will be able to access this training from your home PC. The specific training duration will be discussed when you talk with the Convergys Recruiter after submit your online application.

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  • Will I be required to take an assessment after training?

    You will be tested at various points of your training to ensure you’re as prepared as possible once you start answering calls.

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  • What if I don’t pass the training assessments?

    We pride ourselves on offering our clients the most qualified home agents available. To deliver on this quality promise, we require that all of our agents successfully pass all of the training assessments.

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  • Can I use a cell phone for training?

    In order to maximize security and sound quality, we do not allow the use of cell phones or VoIP phones. You must use a regular landline phone to connect with our systems. A telephone with a mute button will be utilized during training, team meetings, and individual coaching and technical support sessions.

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  • Will I be reimbursed for phone charges during onboarding and training?

    Please note all monthly telephone and internet charges are the responsibility of the employee and are not reimbursed by Convergys.

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  • Why can’t I use a VoIP phone during training instead of a landline?

    We are very excited about the potential of IP telephony and are exploring it for future use. However, our system is currently not compatible with IP phones.

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Employment Eligibility

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Hiring Process

(Note: this section is intended as a home for general questions that do not logically fit within the other specific categories.)

  • What is the status of my submitted application with Convergys?

    Convergys Recruiters review new applications and contact qualified candidates to discuss employment opportunities as soon as possible. You will receive communication via email upon receipt of your application. If you utilize any mail filtering programs, ensure that mail from convergys.com will not be blocked.

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  • What is the difference between a profile and an application?

    A profile is a collection of personal data associated with a specific user in order to register with the Convergys Employment Recruiting Portal. A profile includes your name, email address, current mailing address, phone number, current employer/title, desired start date, desired compensation, and how you heard about Convergys. A profile is not an employment application.

    An application is an intent to work in a specific capacity (job), and includes your salary requirements, schedule availability, detailed career history, detailed education history, Certification, Releases, and Authorizations including but not limited to: authorization for Convergys to contact persons listed on application form to give Convergys and/or its agents, including consumer reporting bureaus, any and all information concerning previous employment and education and authorization for Convergys to conduct a thorough background investigation of your work and personal history, and verify all data given on this application and during interviews among other items.

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  • Why am I being asked to reapply or fill out a new application?

    Convergys asks that all applicants have an updated and completed employment application on file to be considered for an opportunity.

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  • I submitted my employment application. Why haven't I heard back from Convergys?

    The employment application review process can take time when we are actively recruiting. If your skills and experience appear to match an open position, a recruiter may contact you. Due to the high volume of employment applications we receive and process, we cannot personally contact each person who submits an employment application for consideration. If you are not selected, your employment application will remain in our database and is available for you to apply to other open positions. You are welcome to return to our website anytime to view other opportunities.

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  • How can I talk to someone about my employment application and job interest?

    If we find a good match to Convergys requirements and qualifications after you have submitted your employment application, you will be contacted by the recruiting team for next steps in the hiring process. At that time we will be more than happy to discuss your employment application and job interest. While we would like to speak to everyone that has an interest in working at Convergys, the volume of employment applications does not allow us to perform this courtesy.

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  • Why am I directed to Proveit.com and is this site secure?

    In order to complete the required pre-employment assessments, you will log into our assessment center located at www.Proveit.com/convergys

    The www.Proveit.com/convergys site is secure and the information you enter is used only for assessment tracking purposes. Further information on security is available at http://www.kenexa.com/PrivacyPolicy.aspx

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  • Is the initial interview face-to-face?

    No, all interviews are conducted online via your computer and phone. This allows our recruiters to simultaneously assess your comfort level in a virtual environment.

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  • How long does the interview take and do I need to be on the phone and at my computer?

    The interview takes approximately one hour to complete, and yes, you must be on your home phone and at your computer that you applied from. Keep in mind this is a formal interview, so be sure to be in a quiet environment with no distractions.

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