Converge ICT continues to ramp up its customer support services
By Alithea De Jesus
Converge ICT Solutions, Inc., the country’s fastest-growing pure end-to-end fiber internet service provider, continues to ramp up its customer support services through outsourcing from FBC Asia Pacific and Pilipinas Teleserv, Inc, among its partners. Despite the challenges the pandemic has brought many industries, Converge ICT continues to forge ahead in its expansion. Along with it is the positive impact of creating jobs for Filipinos.
“As we grow our business, we want to make sure that our subscribers continue to have an excellent aftersales customer experience,” said Converge ICT Founder and Chief Executive Officer Dennis Anthony Uy. “We continue to grow our team but we recognize that we can scale quickly by partnering with BPOs so we can quickly fill in the growing demand of our customers. Consequently, some of the BPOs we chose have been long-time clients already. I think growth is better felt when it is shared.”
Converge ICT had to accelerate its customer experience resource augmentation and optimize its service delivery systems with the surge of demand for broadband services at the onset of the pandemic. Along with its aggressive network expansion, its customer support capabilities needed to improve to address the growing consumer requirements.
“We are very fortunate to have Converge ICT Solutions as our client. Their over-all capability as a service provider enables our group to offer more services. That will definitely allow us to provide more jobs to Filipinos, even during this time of the pandemic,” shared Siva Subramaniam, Founder and Chief Executive Officer of FBC Asia Pacific. “I’ve been in the Philippines for 13 years now. My partners and I started our company as an avenue to primarily help single moms, to aid them to get stable jobs as they work from home. As the years went on, our company grew. Now, we have expanded to become a BPO company. In setting up the company, our objective was to provide Faster, Better, Cheaper services, which is synonymous with our company name of FBC, and be a value-adding partner for Converge. I’m happy to say that we are helping not just single moms, but everyone for that matter. Converge ICT has been an integral part of our progress as we built our company. Their customer-first thinking and, more importantly, the reliability of their network allowed us to offer more and grow our business even at this time. Now, we are happy to extend our services to them, as well. I can’t emphasize enough how thankful I am to Converge.” added Siva.
Pilipinas Teleserv, Inc. Managing Director, Jun Yupitun, on the other hand, said that “The mutually beneficial partnership we forged with Converge ICT allows our organization support and grow our workforce, and secure their employment and means of living. As you all know, most of other BPOs experienced challenges during this COVID-19 situation, but the big opportunity came from Converge ICT, whom we have been happy and able to support as they continuously show commitment and dedication in addressing our needs as clients. We have been proactive in providing helpful solutions to Converge ICT to further improve the customer journey.”
Aside from improving call center services to address the growing consumer demands, Converge ICT has been aggressive in increasing its crew of fiber optic technicians. This ensures serviceable applications are installed and activated right away.
For more information, visit the Converge website at www.convergeict.com
