Each touch point with your customer is a unique opportunity to secure long-term loyalty, improve your brand image and increase your reputation for service excellence.
Whether attracting new customers, retaining existing customers, or managing challenging customer situations, our engagement programs are customized to align with your objectives and desired outcomes. We understand that the contact center is only the vessel to achieve these objectives. By marrying a culture of employee engagement and satisfaction with leading call center technologies, we deploy a dynamic and flexible business model designed to foster a partnership of collaboration with our clients. Utilizing multi-channel platform solutions, we provide Customer Engagement programs across the entire life-cycle of the customer journey.
ACQUIRING NEW CUSTOMERS REQUIRES SOPHISTICATED CONTACT MANAGEMENT
Essential to any business is the continuous addition of new customers. Making sure your customers get your message requires multiple contacts over multiple channels. Managing an increasingly complex contact mix requires sophistication and scale.
Convergent provides a broad range of services to help you meet growth goals and targets, including sales, cross-selling, upselling, lead generation, appointment setting, member reactivation, notifications (including automated messages), and order processing.
LET CONVERGENT MAKE IT EASIER TO SERVE YOUR CUSTOMERS
Convergent knows it costs 5 – 7 times more to secure a new customer than to keep an existing one. Yet customer expectations are high and variable, and companies can easily lose track of where to focus their efforts.
Our goal is to have every customer interaction end positively with a high net promoter score. All initiatives including care, billing assistance, credit questions, plan management and proactive outbound are designed to be an extension of your business and help you serve your customers better.
WELCOME AND SERVE CUSTOMERS TO EXTEND LIFETIME VALUE
Proactive, targeted, welcome and wellness calls can often identify issues that may be brewing and pre-empt a frustrated customer call, or worse, a potential defection. In collaboration with our clients, we utilize multiple data sources and analytics to target potential “at risk” customers with a specific outreach attempt, such as a welcome call, a satisfaction check-in, or service anniversary.
REACH OUT TO CUSTOMERS BEFORE A PROBLEM EXISTS
As many as 75% of customers are said to love a brand almost exclusively because of exemplary customer service. A well-timed, proactive, outreach contact will often result in a positive customer experience and a happy customer.
Working with our clients, Convergent gathers intelligence from various sources to design highly targeted outbound programs to preempt and negate negative experiences from occurring. With our technology, our teams’ skills, and our overall flexibility, we can analyze potential problem then design and implement a creative solution quickly and cost-effectively.
OVER 50 YEARS AND STILL GROWING FOR A REASON
Convergent has the experience, tenacity, technology, and scale to stay in the game and support the complexities of today’s Receivables Management environment
First Party: Nip it in the bud – Convergent knows that early intervention on delinquent accounts is often an opportunity to uncover and resolve issues, cure a financial situation, and create a satisfied customer. Our global, networked, virtual contact center environment puts you in the driver’s seat – answer when your customer calls, or reach out when our analytics tells us it’s the best time to call, email or text.
Third Party: With one of the largest databases of unique accounts in the US, we are helping companies across many industries reduce their bad debt.
EMERGENCY ASSISTANCE WHEN YOU NEED IT
Things happen! Unexpected events, emergencies, and trends often affect the partners we serve.
Convergent takes great pride in our ability to react to the unforeseen. We have the bandwidth and experience to provide support during increased traffic. As a case in point, we were there to provide additional support for clients who had massive call volume associated with hurricanes Katrina and Sandy.
Convergent has demonstrated our ability to ramp up quickly to meet unanticipated volume associated with any circumstances whether good or bad from Black Friday e-commerce days and seasonal sales spikes to missed forecasts and natural disasters. You can count on us to be there for you and your customers.
- Proactive Account
- Crisis & Rapid