DEPARTMENT OF LABOR

Employment and Training Administration

TA-W-92,403

CONVERGYS CUSTOMER MANAGEMENT GROUP
DIRECTV CUSTOMER SERVICE SUPPORT DIVISION AND AT&T
RETENTION/LOYALTY DEPARTMENT
A SUBSIDIARY OF CONVERGYS CORPORATION
TAMARAC, FLORIDA

Amended Certification Regarding Eligibility
To Apply for Worker Adjustment Assistance

In accordance with Section 223 of the Trade Act of 1974, as
amended (“Act”), 19 U.S.C. § 2273, the Department of Labor issued a
Certification of Eligibility to Apply for Worker Adjustment
Assistance on December 13, 2016, applicable to workers of Convergys
Customer Management Group, Directv Customer Service Support
Division, a subsidiary of Convergys Corporation, Tamarac,
Florida. The Department’s notice of determination was published in
the Federal Register on January 4, 2017 (82 FR 2).
At the request of three workers, the Department reviewed the
certification for workers of the subject firm. The workers were
engaged in the supply of customer service support.
The workers reported that workers of Convergys’ AT&T
Retention/Loyalty Department were affected by work being shifted to
the Philippines, which was confirmed by the subject firm.
The intent of the Department’s certification is to include all
workers of the subject firm who were adversely affected by the
shift in services to a foreign country to a foreign country.
The amended notice applicable to TA-W-92,403 is hereby issued as
follows:
"All workers of Convergys Customer Management Group,
Directv Customer Service Support Division and AT&T
Retention/Loyalty Department, a subsidiary of Convergys
Corporation, Tamarac, Florida, who became totally or
partially separated from employment on or after November
3, 2015, through December 13, 2018, and all workers in
the group threatened with total or partial separation
from employment on the date of certification through two
years from the date of certification, are eligible to
apply for adjustment assistance under Chapter 2 of Title
II of the Trade Act of 1974, as amended.”
Signed in Washington, D.C. this 14th day of November, 2017.

/s/ Hope D. Kinglock
__________________________________
HOPE D. KINGLOCK
Certifying Officer, Office of
Trade Adjustment Assistance



DEPARTMENT OF LABOR

Employment and Training Administration

TA-W-92,403

CONVERGYS CUSTOMER MANAGEMENT GROUP
DIRECTV CUSTOMER SERVICE SUPPORT DIVISION
A SUBSIDIARY OF CONVERGYS CORPORATION
TAMARAC, FLORIDA


Certification Regarding Eligibility
To Apply for Worker Adjustment Assistance

In accordance with Section 223 of the Trade Act of 1974, as
amended ("Act"), 19 U.S.C. § 2273, the Department of Labor
herein presents the results of an investigation regarding
certification of eligibility to apply for worker adjustment
assistance.
The group eligibility requirements for workers of a firm
under Section 222(a) of the Act, 19 U.S.C. § 2272(a), are
satisfied if the following criteria are met:
(1) a significant number or proportion of the
workers in such workers' firm have become totally or
partially separated, or are threatened to become
totally or partially separated;
(2)(B)(i)(I) there has been a shift by the workers'
firm to a foreign country in the production of
articles or supply of services like or directly
competitive with those produced/supplied by the
workers' firm; OR
(II) there has been an acquisition from a
foreign country by the workers' firm of
articles/services that are like or directly
competitive with those produced/supplied by
the workers' firm; AND
(ii) the shift/acquisition must have contributed
importantly to the workers' separation or
threat of separation.

The investigation was initiated in response to a petition
filed on November 9, 2016, on behalf of workers of Convergys
Customer Management Group, Directv Customer Service Support
Division, a subsidiary of Convergys Corporation, Tamarac,
Florida ("Convergys-Directv Customer Service"). The subject
worker group is engaged in activities related to the supply of
Directv customer service support for Spanish volume calls.
The subject worker group does not include on-site leased
workers.
During the course of the investigation, information was
collected from the workers' firm and petitioners.
Section 222(a)(1) has been met because a significant
number or proportion of the workers in Convergys-Directv
Customer Service have become totally or partially separated, or
are threatened to become totally or partially separated.
Section 222(a)(2)(B) has been met because the workers'
firm has shifted to a foreign country the supply of a(n) service
like or directly competitive with those supplied by the subject
workers, which contributed importantly to worker group
separations at Convergys-Directv Customer Service.


Conclusion
After careful review of the facts obtained in the
investigation, I determine that workers of Convergys-Directv
Customer Service, who are engaged in activities related to the
supply of Directv customer service support for Spanish volume
calls, meet the worker group certification criteria under
Section 222(a) of the Act, 19 U.S.C. § 2272(a). In accordance
with Section 223 of the Act, 19 U.S.C. § 2273, I make the
following certification:
"All workers of Convergys Customer Management Group,
Directv Customer Service Support Division, a subsidiary
of Convergys Corporation, Tamarac, Florida, who became
totally or partially separated from employment on or after
November 3, 2015, through two years from the date of
certification, and all workers in the group threatened with
total or partial separation from employment on the date of
certification through two years from the date of
certification, are eligible to apply for adjustment
assistance under Chapter 2 of Title II of the Trade Act of
1974, as amended."
Signed in Washington, D.C. this 13th day of December 2016.
/s/Del Min Amy Chen
______________________________
DEL MIN AMY CHEN
Certifying Officer, Office of
Trade Adjustment Assistance