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
UtiliPoint International
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
locations
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.
United States
- Seattle, Washington
- Phoenix, Arizona
- Houston, Texas
- Montgomery, Alabama
- Augusta, Georgia
- Atlanta, Georgia
- Mason, Ohio
- White Plains, New York
- Work-At-Home
Guatemala
- Guatemala City
Philippines
Iloilo City
leadership
Convergent Contact Solutions is led by a veteran management team
Convergent’s experienced leadership team has a track record of significant accomplishments.
Michael G. Meyer
Chief Executive Officer
Mike Meyer joined Convergent in 2010, now boasting over 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. Mike was named CEO of Account Control Technology Holdings in 2018, where he now oversees all aspects of Convergent Outsourcing, Inc., Convergent Revenue Cycle Management, Inc., Convergent Healthcare Recoveries, Inc. and Account Control Technology, Inc.
Jeff Hunter
Chief Administrative OfficeJeff Hunter began his career in the collection industry in 1988 and ended up selling his business, WCI Financial, to Convergent in 1999. 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.
Matt Stauffer
Chief Financial OfficerMatt Stauffer began his 20 year tenure with Convergent as a Controller in our Peoria, IL healthcare division, moving up to Director of Finance followed by Senior Vice President – Finance in 2016. Named Chief Financial Officer in 2019, Matt is now responsible for ACT Holdings administrative, financial, accounting, and project management functions. He leads the development of financial and operational strategies and management of the control systems, preserving company assets and reporting accurate financial results.
Chad Benson
Chief Operating OfficerAs the COO, Benson is responsible for operations and data analytics for all ACT Holdings companies: Convergent Outsourcing, Inc., Convergent Healthcare, Inc. and Account Control Technology, Inc. Benson has more than 20 years of leadership experience in financial services and technology, specializing in growth management, capital planning, operational and customer life-cycle management. Before working in the outsourcing space, Benson directed and managed a multi-million division at Capital One where he consistently sought to drive profit and process optimization, ensured all operational goals and metrics were achieved, while cultivating credible and trusted partnerships with employees and clients.
Sameer Maini
Chief Information OfficerSameer 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.
Joseph Partain
Senior Vice President/General Counsel & Chief HIPAA Compliance OfficerAs Senior Vice President and General Counsel & Chief HIPAA Compliance Officer, Joseph Partain oversees Convergent’s Legal Department and is Convergent’s General Counsel and Chief HIPAA Compliance Officer. Joe has more than 23 years of legal experience in healthcare reimbursement and receivables management. Before joining Convergent, he was a successful trial attorney with a law firm focused on litigation. Mr. Partain is a member of the legal bars of Virginia, Montana, District of Columbia, and Nebraska. He is also a member of the Fourth Circuit and Ninth Circuit Courts of Appeal, and the US District Courts for the Eastern District of Virginia, the District of Montana, and the District of Columbia.
Adam Bury
Senior Vice President, Third Party OperationsAdam 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.
Curt Martin
Senior Vice President, First Party OperationsCurt holds more than 20+ years of leadership experience in call center operations in client and outsourcing agencies. Curt possesses dynamic executive and business leadership with over 14 years of successful accomplishments in leading multi-site global operations. Before Convergent, Curt served seven years as the Senior VP of Operations at CBE Companies, a global provider of outsourced call center solutions. Prior to joining CBE Companies, Curt worked 10 years for Citigroup as the Senior VP and responsible for North America Off-shore Outsourced Operations in five India locations, Guatemala and the Philippines.