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MANILA, Philippines — Fiber-optic broadband provider Converge ICT Solutions Inc. has expanded its call center operations to meet its growing customer base.

Through its partner Universal Access and Systems Solutions (UAS), Converge’s call center operations in Pampanga have been expanded to meet the increased demand for remote customer service as well as the growing number of subscribers from the company.

This included a new UAS location in New Street, Balibago and the expansion of its seating allocation to ComClark, Clark Freeport Zone in Angeles City.

UAS, primarily an IT systems design company based in Pampanga, handles more than half of Converge’s call center needs.

With the expansion, UAS will increase its agent seats to over 1,000.

“Each month, we receive more than 700,000 requests by e-mail, on social networks and via the hotline. With the ability to hire over 800 agents at these two locations alone, UAS will help us meet the current need and continue to scale as we get more subscribers,” said Albert Santos, Chief Experience Officer. Converge customer.

At the end of March, UAS reported a 98% response rate from its call center agents.

Converge currently serves more than 1.8 million subscribers nationwide.

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

“Customer service is at the heart of everything we do at Converge. As we expand our presence nationally and grow our subscriber base, we also continue to improve our customer experience initiatives. Since 2020, we have tripled our customer service teams and launched a multi-million digital transformation project to refine our processes and make the customer journey as seamless and convenient as possible,” he said.

Converge said the expansion is also expected to boost job opportunities in Pampanga, especially for new university graduates.

UAS, in conjunction with Converge, has partnered with City College of Angeles, City College of Mabalacat, and Systems Plus College Foundation of Angeles to prepare students for IT and/or call center work.

“We will have hands-on curriculum development, as well as hands-on training for these students to ensure that upon graduation, ready jobs await them in these in-demand industries,” said the CEO of the UAS, Kookie Victorino. .