By Anna Valmero
MAKATI CITY, METRO MANILA— The growing use of social media services by companies also translates into a growing business service for Convergys.
“Convergys has been offering social media support for our clients for a year now. We do this service by inserting expert’s opinions into blogs and forums in the web so if there is a product issue, an expert agent will give the right information back to the customer,” said Andrea Ayers, president for customer management at Convergys.
Such action is crucial “to resolve the issue before it goes viral on the web,” Ayers added.
“Customers get more demanding and expect a high degree of satisfaction when using product of services from our clients and to drive this quality, social media is one of the tools that companies use to interface with their customers, aside from website and toll-free hotlines,” the executive said.
Ayers noted that more companies in the future will realize the importance of social media support as the platform enables more “personalized services” to customers and allows for immediate feedback when properly monitored and used.
Some of the company’s 25,000 Filipino agents in the country have been providing social media support as value-added service for clients.
The availability of more tools such as tablets, smartphones, netbooks, and cellphone apps to access company websites and social media presence also drives the need to monitor and manage these accounts, added Ayers.
These requires agents to be well-versed in utilizing the advantages of each platform to better deliver social media content to the client’s customers, added Ayers.
The rise of social media support services is in line with the company's focus to make technology business delivery “more personalized and offer quick actions to customers, especially those engaged in retail.”
To address this complex work, agents should be computer-savvy, proficient in English, have good communication and problem-solving skills, and have the ability to multitask.
Further, the global command center office of Convergys in Manila will expand and quadruple its original staff from 20 to 80 agents, said Marife Zamora, country manager and managing director, APAC/EMEA.
The company will unveil this third quarter its fifteenth office in Baguio City with 600 seats, she said. Convergys plans to add another 5,000 jobs in the Philippines before year-end.
loQal.ph (http://loqal.ph/ ) is a website owned and operated by Filquest Media Concepts, Inc. It works under the principle of giving voice to the voiceless, empowering Filipinos and uplifting the image of the Philippines by highlighting its unique culture. To do this, the loQal.ph team produces stories, video, photos and other multimedia content types to inspire and celebrate Filipino achievements, ideas, products and places.