Convergent Outsourcing, Inc. is a highly responsive, integrated customer engagement organization helping clients optimize relationships with their customers through enhanced, unified communication.
We work to deliver customer engagement programs that enhance brand equity, enrich the customer experience and establish long-term loyalty. Convergent offers multi-channel platform solutions; voice, chat, e-mail and back office services, powered by leading edge technology and decades of expertise. With a winning platform, we assure maximum productivity, quality, and compliance. We approach clients as partners as we proactively collaborate to provide seamless, cost-effective, and highly successful contact center solutions with our clients.
A proud history in business process outsourcing
For decades, Convergent has delivered Business Process Outsourcing (BPO) services to Blue Chip partners. Significant growth can be attributed to exceeding the expectations of our clients. The ongoing expansion includes 8 US based, one nearshore, and one offshore contact center. Convergent empowers its clients with an innovative combination of an adaptable workflow engine, technology-enabled operations, next-generation analytics and professional services to deliver superior financial performance and high levels of client and consumer satisfaction. In 2015, Convergent was acquired by Account Control Technology Holdings, Inc., delivering outstanding resources, expertise, and diversity to the organization. ACT Holdings companies partner with clients to help them run the “business” behind their operations so they can focus on their core mission.
We focus on service and results
Our Mission Convergent delivers the people, processes, and technology to improve efficiency, ensure compliance, maximize cash flow and increase customer satisfaction and lifetime value for our clients. We focus on providing the highest quality service, optimized by technology and delivered with a personal touch.
Our Culture Convergent brings together talented people who think it’s fun to challenge what’s possible and do bold things. We’re recognized for our energetic work environment, vibrant company culture, and “flat” organizational structure, unfettered by bureaucracy. By empowering people at every level of our organization to bring forward ideas, we continue improve our services. Fostering teamwork assures that we maximize performance for everyone we serve.
SOCAP – Society of Consumer Affairs Professionals
DMFA – Direct Marketing Fundraisers Association
CCNG – Call Center Network Group
ICMI – International Customer Management Institute
AGA – American Gas Association
Edison Electric Institute
EMACS – Energy Marketing & Customer Service
CTAM – Cable Television Association of Marketers
TRMA – Telecom Risk Management Association
what our clients are saying
“The ability to understand, at an intuitive level, our key objectives, and use data to shape key new strategies and outcomes, ensures that what might be a vital component of the customer’s overall experience is optimized as often as possible. Convergent uses this concept as the foundation of their culture and provides us with customer interactions that contribute significantly to our success.” Jerry Williams, Sprint
“The level of success achieved by most businesses can be directly correlated to the extent success is attained within the contact center — where every key operating principle of the organization comes together. Convergent’s enthusiasm towards employee engagement maximizes people, processes, and technology investments to deliver meaningful and measurable benefits for their clients.” – Greg Salvato, TouchPoint One
- Mission & Culture
Convergent Contact Centers are located
around the world
We focus on service and results. Convergent has ten contact centers across
four time zones. Different centers specialize in different types of work.
- Seattle, Washington
- Phoenix, Arizona
- San Antonio, Texas
- Houston, Texas
- Montgomery, Alabama
- Augusta, Georgia
- Atlanta, Georgia
- White Plains, New York
- Guatemala City
Convergent Contact Solutions is led by a veteran management team
Convergent’s experienced leadership team has a track record of significant
Michael G. Meyer
Chief Executive Officer
Mike Meyer joined Convergent in 2010. He has more than 25 years of experience in executive management and business development in the Business Process Outsourcing (BPO) industry. Mike began his career at IBM and Ernst & Young, and then joined Outsourcing Solutions, Inc. (OSI), where he spent nearly 10 years in a variety of senior leadership positions in technology, operations, and sales. Over his career, Mike has gained a wealth of knowledge regarding technical, performance, compliance and financial requirements of America’s largest companies, enabling him to ensure Convergent’s clients receive the support they need.
Casey KosteckaChief Business Development Officer
Casey Kostecka has more than 25 years of experience building and improving business operations in a variety of corporate settings, ranging from government contracting to international travel operations. Casey’s career includes assignments at Cendant Corporation, Aspen Systems, National Leisure Group, K7 Marketing and Applied Computer Services (ACS), before joining Convergent in 2010. His strengths include analyzing and growing operations, customer segmentation, business acquisition, contract negotiation, customer experience management and process.
Tim CollinsGeneral Counsel/Chief Ethics & Compliance Officer
With a distinguished 20+ year career in the BPO industry, Tim Collins joined Convergent in 2013 as its General Counsel and Chief Ethics & Compliance Officer tasked with leading the Audit, Compliance, Legal, and Training Departments. His previous positions include serving as Director of Compliance for Hyundai Capital America, as VP of Risk Management and General Counsel for ARS National Services, and as Legal Counsel with Midland Credit Management Corporation. Tim is a past Chair of the ACA International MAP Committee, a past president of the Association of Corporate Counsel-San Diego Chapter, and he teaches a seminar on In-House Corporate Practice at the University of San Diego Law School.
Sameer MainiChief Information Officer
Sameer Maini oversees Convergent’s IT and data security teams, and he leads the implementation of technology enhancements. He has more than 15 years of senior-level engineering, application development, and technology leadership experience. Leveraging an extensive background in contact call center support both in the U.S. and internationally, Sameer has driven business performance within the BPO industry for more than 10 years.
Adam BurySenior Vice President of Operations
Adam has over 23 years of experience in the accounts receivable management field, with an emphasis on designing and implementing recovery programs in the utilities, communication , financial services, and retail verticals. As Senior Vice President of Operations, Adam provides leadership through coaching and influencing others to achieve success. He thrives on developing strategic plans and operating in a fast-paced, continuous process improvement environment. Prior to joining the A/R industry, Adam studied Business administration and Finance at Bellevue College. He also served 8 years in the United States Marine Corps, in both active duty and reserve roles.
Jeff HunterExecutive Vice President, Operations
Jeff Hunter began his career in the collection industry in 1988 and ended up selling his business, WCI Financial, to Convergent in 1999. He currently holds the position of EVP- Third Party Operations and has the responsibility of 750 employees across six different call centers. An industry veteran with 20+ years of executive leadership in the collection industry, Jeff has been an early leader in using data analytics and technology to help improve efficiency, recovery numbers and operating margins within the company. Jeff graduated Magna Cum Laude from Seattle University in 1991 with a BA degree in Finance.
Todd HollrahSenior Vice President First Party Operations
Todd joined Convergent in 2011. He currently holds the position of SVP-First Party Operations and has responsibility for more than 2000 employees in five call centers both domestic and near shore. Todd has 20+ years of experience managing both 1st Party and 3rd Party programs. He has spent over 12 years managing programs specific to the telecom industry and has consistently been at the forefront in developing innovative solutions to maximize the customer experience in this ultra-competitive market. Previously Todd held several management positions with GC Services and Vision Financial Corp. He is a 1994 graduate of Central Methodist University with a Bachelor of Science degree in Business Administration.