We Stay in Touch with Clients

Convergent works to stay in touch with our clients and keep the lines of communication open.

In addition to our outstanding technologies which give real-time views into program success, we enjoy connecting with clients at every opportunity. Oftentimes an industry article, event or offhand comment can spark an idea that leads to even greater innovation and success for our clients.

Convergent Leads Outsourcing Partners with Unique…

In 2017, one of the Nation’s top cable providers made the decision to begin tracking Net Promoter Score (NPS) in order to measure performance success. To ensure they could efficiently track this data, the provider began researching Call Center Performance Management Technology. Finding new technologies advertising call center…

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Convergent Collects Over $8M Each Year…

In 2014, one of the world’s largest telecommunication providers made the decision to retain ownership of their debt, after years of selling once reaching maturity with their secondary collection agencies. The decision was ultimately made due to pricing reductions, brand protection, and cost to support issues. This was…

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Policy Updates to Collection Program Result…

A major telecommunication company made the decision to have outsourcing vendors focus on the improvement of CSat Scores and the Customer Experience. This prolonged focus ultimately lead to a decline of dollars collected on inbound calls.

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Convergent Improves Cost, Quality, & Flexibility…

Entergy Corporation, a large regional utility, realized that its call center costs could be significantly improved. All calls were being serviced from generalized internal Entergy call centers, at high unit cost. Entergy recognized three problems with their approach: High absolute unit costs Limited flexibility in the event of…

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Emergencies and Outages Don’t Always Happen…

Tornado season is winding down and we find ourselves in the heart of hurricane season. Winter will be here before we know it. Whether you work at a small municipal utility providing water, electric and sewer services or are part of a multi-state investor-owned utility company, there are…

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Third-Party Collections Analytics

We are long past “smiling and dialing” in third-party collections. Companies rely more and more on analytics to drive their strategies, not only to increase profitability but to enhance client performance and mitigate risk. And for good reason. The use of data and consumer insights to augment efficiencies…

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Fortune 500 Global Communications Client

Through the implementation of its CEScore performance management system, Convergent was able to become the highest-performing partner for a Fortune 500 communications client. Convergent has undeniable strengths in highly qualified people, intelligent enterprise and performance management methodologies, as well as best-in-class contact center infrastructure technologies. However, the company…

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Stevie Award

Convergent was presented with a Silver Stevie® Award in the 2018 Best Use of Technology in Customer Service category at the 12th annual Stevie Awards for Sales & Customer Service.

More than 2,500 nominations from organizations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 150 professionals worldwide in seven specialized judging committees.

T-Mobile

Convergent has called T-Mobile a client-partner for several years. At a recent T-Mobile Agency Summit, Convergent received awards for Most Improved Agency and Top Compliance.

DirectTV

DirecTV has been a Convergent client-partner for some time. While attending the most recent DirecTV Annual Summit, Convergent won the top Quaternary Agency of the Year award.

Telecommunications Industry

At its 2015 conference, TRMA, an industry forum for risk management professionals from telecommunications, pay TV, utility and other industries, presented Convergent the Outstanding Team Members 2014 award.