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Convergys – a leader in the customer care industry

One of the world leading companies on the BPO market was looking for a perfect location to run the highest quality contact center for one of European key accounts. This place was Lublin – the city of creative people.

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Convergys is a global corporation headquartered in the United States. It is the second largest BPO provider and employs more than 130,000 people in 149 locations around the world, offering customer care services in 58 languages. Convergys serves companies from almost every business sector that needs to maintain exceptional relationships with their customers. Along with the win in a tender to operate Telefonica Deutschland's nearshore contact centre, the company made a decision to search for a location in Poland. The second subsidiary in the country (after Szczecin) must have been located in a city with qualified human resources, A-class offices and emerging business services sector.

Convergys chose Lublin and in May, 2014, opened its contact centre serving phone and email inbound communication in German and English for German mobile communication provider O2. Lublin was considered better location than Bydgoszcz and Opole thanks to outstanding growth perspectives and supporting business environment created by Investor Relations Department of the City of Lublin. Convergys paid attention to design Lublin Subsidiary to be ergonomic and employee-friendly and to ensure comfortable working conditions. Hence, after three years, Convergys in Lublin is ready to develop and serve other clients in more than 10 European languages.

Local authorities should understand business and willingly answer its needs. That is how it works in Lublin. Moreover, local universities are amenable to cooperate in order to adapt their educational offer to business demands. Employees recruited in Lublin are very creative and ensure high quality of customer service. It proves that Lublin is an ideal city for business services sector development.

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