Convergys uses several different programs and techniques for monitoring its employees. One is through the use of call recording. By recording every call and monitoring them randomly Convergys employees are always conscious of what their doing during a call and policing their own behavior, paranoid that a manager could be actively listening or reviewing the call later. Another way that Convergys controls their employees is through the use of their call flow program CSP which gives set scripts for workers to follow on every call for any given situation. Between randomly monitoring calls and giving workers exact scripts to follow for every interaction, Convergys makes sure that no employee goes "off-brand" or doesn't portray the image they want. Convergys also uses a 12-point attendance system to track employees. Any time an employee is late or leaves early, from one minute to one hour, they lose .25 of a point or more if they're even late. Convergys also tracks the number of sales and cancelations made by each of their employees to ensure that money is always being made- never lost. Both Amazon and Convergys closely monitor the worker's breaks and scrutinize how much of their time is spent not working

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It seems like Convergys employs a strict monitoring and control system to manage its employees Heres ... View the full answer