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.
In The News
in Seven Steps
by Casey Kostecka, Chief Business Development Officer, Convergent Outsourcing, Inc.
Direct Marketing Magazine / Contact Management; March 2017
Building and maintaining successful organizations is no small task. There are seven areas in particular that allow business managers and entire teams to focus energy and resources on the right aspects of the business at the right time.
Customer Engagement Outsourcing: Big Benefits in Using Big Data in Contact Centers Organizational Success
by Sherri Carter, VP of Business Development, Convergent Outsourcing, Inc.
CustomerZone360.com; March 2017
Today there is more customer data coming into each agent portan than companies may know what to do with. But it’s not the amount of data that’s important. It’s what contact centers do with the data and how they analyze learned insights to make better decisions and strategic business moves.
Convergent Outsourcing, Inc. Receives 2016 Best of Atlanta Award
October 11, 2016
Convergent Outsourcing, Inc. has been selected for
Emergencies and Outages Don’t Always Happen 9 to 5
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 always circumstances that can wreak havoc on any sized organization. What sets you apart is how quickly and attentively you handle them. Read full case study.
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 of third-party collections plays a specific role in the state of our credit-based economy. Read full case study.
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 was challenged in aligning and optimizing its assets. With CEScore implemented, assets became aligned, all internal parties could understand expectations, and performance could be measured easily. Within 12 months of implementing CEScore, Convergent became a major client’s top-ranked vendor. Convergent attributes much of its recent growth, low agent turnover and exceptional client retention rate to the implementation of CEScore. Read full case study.
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.
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.
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.
Convergent’s decision to partner with TouchpointOne for its CEScore performance management system has helped the company dramatically improve performance for its clients. Based on the TouchpointOne’s Acuity solution, CEScore has markedly improved quality, efficiency, productivity, customer satisfaction and overall communications for Convergent’s client programs. The Acuity solution as implemented in Convergent’s CEScore won a TMC CUSTOMER magazine Product of Year Award in 2012 and 2015, received a Ventana Research Technology Leadership Award in 2014, was a 2014 finalist for an ICMI Contact Center Award for Best Use of Technology, and won a 2015 Call Center Week Excellence Award for Best New Technology Solution.