Convergys India : Managing the Ship

Just a few years back, the then boss of Convergys Customer Management Group
(CMG), Jack Freker, would outline his India dream very convincingly to whoever
cared to listen. When Freker moved away from Convergys, so did that dream.
India, its biggest delivery location outside the US was overtaken by an
American accented Philippines. Frequent management changes, news of closure of
centers hit the headline rather than big hiring plans.

Finally, that phase, at least theoretically, is over with the c urrent head
of Convergys in India, Sukant Srivastava, about to complete a year. Late 2007,
the company announced its plans to double its manpower in 3-4 years. The closing
of its Malad center in Mumbai doesnt seem to have dampened its expansion plans.

RANK 11
	Sukant Srivastava, MD & Country Manager
FACTSHEET
l Start-up Year: 2001 l Delivery Presence: Gurgaon, Thane, Bangalore, Hyderabad and Pune l Address: DLF Atria, Jacaranda Marg, Phase II DLF City, Gurgaon-122 002, India l Tel:+91-124-256 3500 l Website: www.convergys.com

Convergys strategy is to increase focus on the Apac and EMEA markets, with
part of the EMEA operations responsibility coming to India MD, Srivastava.
Strengthening its non-voice based services, it formally launched non-voice back
office customer care. Indias domestic market has not really taken off even as
other international players have leveraged the opportunity. That will also be a
challenge for Convergys. Or an opportunity.