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Converge says it’s ready to serve customers for their fiber connectivity at home amid ECQ

Converge has tripled its customer service personnel and ramped-up its install and repair teams with the addition of over 400 service vehicles since the pandemic broke out last year to meet the surge in demand for internet services and the expansion of its subscriber base.

Converge ICT Solutions Inc. is prepared to continue serving its customers amid tighter movement restrictions with the return of Metro Manila and nearby provinces to the government’s Enhanced Community Quarantine (ECQ) measures.

Converge has tripled its customer service personnel and ramped-up its install and repair teams with the addition of over 400 service vehicles since the pandemic broke out last year to meet the surge in demand for internet services and the expansion of its subscriber base.

The company has beefed up its call center agents to receive calls via its hotlines +632-86670850 for Metro Manila and nearby provinces and +6345-5983000 for Northern Luzon. Converge also has the VoIP service Click2Call via https://bit.ly/CnvrgClick2Call for data calls to our hotlines.

The fiber internet company has also strengthened its social media teams attending to its Facebook and Twitter customer support channels. Customers may also download the mobile app Converge Xperience via https://bit.ly/XperienceAndroid for Android users and https://bit.ly/XperienceiOS for iOS users for information and service.

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As of end-2020, Converge has already registered nearly 90% answered call rate via calls through its hotlines. Meanwhile, about a third of its one million customers has downloaded the Converge Xperience App.

In compliance with the recent IATF guidelines, however, Converge business centers in the ECQ areas will be operating at skeleton capacity and shorter hours for customers who absolutely needed to visit them for their internet service. The usual strict observance of health and safety protocols will be enforced.

The servicing agents for the installation and repair of Converge fiber broadband services are all required to wear the proper personal protective equipment (PPE) in the field and follow strict health and safety protocols for both the protection of our customers and our agents. Our protocols include a requirement for all our customer-facing employees to undergo antigen testing every week.

“We are one with the government in fighting this pandemic by helping ensure that our people have the connectivity they need at home for work and study,” said Converge CEO Dennis Anthony Uy.

He noted that the protection of Converge employees is a top priority at this time so that the company can continue serving its customers safely and effectively. Thus, Converge implemented a work-from-home scheme for most of its office-based employees. Meanwhile, transportation arrangements for the critical workforce have been arranged.

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Aside from the regular antigen testing for employees, Converge has also joined private sector groups for the procurement of vaccines for its employees and their families, as well as for donation to the most needy communities. 

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