Converge expands call center ops in Pampanga

Converge ICT Solutions Inc. through its partner Universal Access Solutions (UAS) has expanded call center operations in Pampanga to cater their increasing subscriber base.

UAS opened a new site in New Street, Balibago, and has scaled up its seat allocation in ComClark, Clark Freeport Zone, Angeles City.

“Every month, we receive over 700,000 inquiries through email, social media and the hotline,” Converge chief customer experience officer Albert Santos said as the expansion also meant to meet the company’s heightened demands for remote customer service.

“With the capacity to hire over 800 agents in these two sites alone, UAS will help us address the current need and continue to scale as we get more subscribers,” Santos added.

Converge CEO and co-founder Dennis Anthony Uy said that, “The additional call center seats will go a long way in making our customer support experience more efficient to meet the growing number of customers we have nationwide.”

As the company aims to boost its presence nationwide and grow its subscriber base, Converge noted “With the recent expansion, UAS will grow its agent seats to over 1,000 or a year-on-year increase of about 80% by the end of the year.”

As of March 2022, Converge has over 1.8 million subscribers nationwide. The company recently announced that its fiber network has reached over 500,000 kilometers, and has reached more than 12 million Filipino homes.