LISTED fiber internet provider Converge ICT Solutions, Inc. said it has expanded its call center operations through its partner Universal Access and Systems Solutions, Inc. (UAS Solutions) in Pampanga to meet heightened demand.
“Every month, we receive over 700,000 inquiries through e-mail, social media, and the hotline,” Converge Chief Customer Experience Officer Albert L. Santos said in an e-mailed statement on Wednesday.
UAS Solutions has a new site in New Street, Balibago, and expanded its seat allocation in ComClark, Clark Freeport Zone in Angeles City.
“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,” said Dennis Anthony H. Uy, chief executive officer and co-founder of Converge.
The company aims to expand its presence nationwide and grow its subscriber base.
“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,” Converge noted.
For Mr. Uy, the additional call center seats will go a long way in making the company’s 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.”
According to the company, it is serving 1.8 million subscribers nationwide as of March 2022.
The company’s network has reached over 12 million homes as of the first three months of the year, with a household coverage of 47%, it noted. — Arjay L. Balinbin
