Converge on hiring binge to resolve deluge in complaints, subscriptions

Fiber internet company Converge Information and Communications Technology Solutions Inc. went on a hiring spree to address network complaints and delays in installations as customer applications surged during the COVID-19 pandemic.

“Currently, we have almost tripled the number of our customer contact agents, bringing our answer call rate to 90 percent,” said Pampanga-based businessman and Converge CEO Dennis Anthony Uy.

Flood of customers

“We have scaled up our installation and repair teams,” he added.

The company said it already doubled its installation teams last year. Like other internet providers, Converge saw a flood of new customers amid the COVID-19 lockdowns that forced employees and students to stay inside their homes.

This also led to complaints on slow action in processing applications and repair requests.

The company said hiring efforts allowed them to process and install services for 90 percent of new subscribers in Metro Manila to within seven days as of December 2020. It said 60 percent of these subscribers were processed one day after applying.

Leading player

Converge, the country’s leading player in the fiber internet segment, doubled its residential subscribers in 2020 to more than a million users.

The expansion of its workforce comes as it targets to hit 1.6-1.7 million subscribers this year while it rolls out commercial services in Visayas and Mindanao.

Uy said on Friday the company was also improving its mobile app to address customer requests and bills payments.
The company said a third of its subscribers have downloaded the Converge Xperience app.

Upcoming upgrades would allow users of the app to monitor the health status of their routers and check their internet speed.