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 7 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
Convergent operates out of ten contact centers, across four time zones - domestic, nearshore, and offshore contact centers, as well as a mature Work-At-Home solution.
Scale and flexibility throughout Convergent's 10 contact centers allows us to offer a variety of "rightshoring" outsource models.
All Convergent contact centers, as well as our Work-At-Home solution, are connected through a redundant MPLS network, providing our clients the capability to scale and house agents in multiple centers, working the same program.
- Seattle, Washington
- Phoenix, Arizona
- Houston, Texas
- Montgomery, Alabama
- Augusta, Georgia
- Atlanta, Georgia
- Mason, Ohio
- White Plains, New York
- Guatemala City