Converge ICT Solutions Inc. (PSE:CNVRG) has expanded its call center operations through its partner Universal Access and Systems Solutions (UAS Solutions) in Pampanga to meet the heightened demand for remote customer care along with its fast-growing subscriber base.
In a ceremony held recently, Converge CEO and Founder Dennis Anthony Uy graced the blessing of the new UAS site in New Street, Balibago and expansion of its seat allocation in ComClark, Clark Freeport Zone in Angeles City.
“Customer service is at the heart of everything we do in Converge. As we expand our presence nationwide and grow our subscriber base, we also continue to enhance our customer experience initiatives. Since 2020, we have tripled our customer service teams and embarked on a multi-million digital transformation project to refine our processes and make the customer journey as seamless and convenient as possible,” shared Dennis Anthony H. Uy, CEO and Co-founder of Converge.
UAS Solutions, primarily a computer systems design company based in Pampanga, handles more than half of the call center needs of Converge. With the recent expansion, UAS will grow its agent seats to over 1,000 or a year-on-year increase of about 80% by the end of the year. As of end-March 2022, UAS reported a response rate of 98% from its call center agents.
“Every month, we receive over 700,000 inquiries through email, social media and the hotline. With the capacity to hire over 800 agents in these two sites alone, UAS will help us address the current need and continue to scale as we get more subscribers. We are excited to go back to our roots and partner with UAS and Pampanga in delivering excellent customer experience to our Converge customers,” said Albert Santos, Chief Customer Experience Officer of Converge.
“The additional call center seats will go a long way in making our customer support experience more efficient to meet the growing number of customers we have nationwide. Additionally, we will also give much needed employment in our home province of Pampanga,” noted Mr. Uy.
The expansion is also seen to boost employment opportunities in Pampanga, particularly for new college graduates. The computer systems design company, together with Converge, is in partnership with the City College of Angeles, the City College of Mabalacat, and Systems Plus College Foundation in Angeles to prep students for IT and/or call center work.
A program is now ongoing to marry on the job training and academic instruction to students of these institutions, to make them ready-for-hire in the IT and call center industries in Pampanga after graduation.
“We will have a hand-in curriculum development, as well as hands-on training for these students to make sure that upon graduation, there are ready jobs waiting for them in these in-demand industries,” said Kookie Victorino, CEO of UAS.
”We’re glad to be in partnership with a flourishing company like Converge to improve our services as it aims to reach the unserved and underserved areas in the country,” Victorino added.
As of March 2022, Converge is serving 1.8 million subscribers nationwide. Its network has reached more than 12 million homes as of the first quarter of the year, with a household coverage of 47%.