Monticello Utility

OPEN FOR BUSINESS

for the UTILITY INDUSTRY
EXPERIENCE. INNOVATION. RESULTS.

Outsourcing Solutions

Receivables
Management

by Convergent

PowerGroup by Convergent is a blended agent environment for
utility clients that allows companies with smaller placements to
affordably outsource, while still benefitting from all Convergent
differentiators:

▪ Proprietary Performance Management &
Gamification

▪ Robust Data Warehouse
▪ Workforce Management
▪ Extensive, Well-Established Training

Curriculum

With similar data being provided by clients,
agents can be trained quickly on new
portfolios and client products, resulting in
short implementation timelines.
Additionally, the blending of agents
allows agents to perform best practice
techniques across all portfolios.

PowerGroup Specifications:

▪ 39 Clients
▪ 2 supervisors & 3 Team Leads
▪ 51 Early & Late Stage Agents

NOTABLE

CLIENTS

60+ years as a valued “go to”
outsourcing partner.

WHAT’S MADE Recruiting

US DIFFERENT Our goal in identifying the best fit for
Convergent Outsourcing, Inc. is not only success
We challenge the conventional for our company and clients, but success for our
outsource model. employees.

Understanding their behaviors and motivational
factors not only helps us put the right people in
the right seat but helps us coach our employees
to the next level of their career.

Training ▪ Over 230 course offerings, with
the ability to add custom client
Paradiso LMS Platform – “LEAP” training/ education content.

▪ Structured platform for all new
hire training and testing that will
be accessible for agents post
training graduation.

▪ Self-Paced training for employee
development allowing people to
prepare for the job they want and
improve the job they have,

▪ Single platform to be utilized for
content distribution, ongoing
organizational updates, and
attestation capture.

▪ Allows Convergent to develop
content and push, real time, to
the agent desktop (individual
agent desktop or multiple
agent/group training).

WHAT GETS MEASURED

GETS done.

Convergent’s proprietary performance management and employee engagement platform,
CEScore, is unrivaled in the industry in its capabilities to help us and our clients collect and
assimilate data from disparate systems, identify key performance indicators, set metrics
goals, measure and display real-time performance at all levels, and continually optimize
programs according to our clients' financial and operational goals.

UNIQUE TOOLS UNIQUE APPROACH

Custom KPIs & Scorecards Performance Pay & Incentives Performance Gamification

Measure KPI's that are important to Create a powerful performance- Custom-tailored for contact center
your business. • Combined & based compensation plan, easily. operations • Rapid and sustained
• Improve morale and retention by boost in employee engagement,
weighted KPI's produce a "balanced retention and performance • 100%
score." • Measure sales, customer ensuring compensation is fair.
• Identify, celebrate and reward aligned with performance and
satisfaction, quality, efficiency, your most valuable employees. business objectives • No custom
attendance & more. • Scores • Link performance directly to your development required to deploy
updated each day or in real time. • Multiple options to appeal to
• Customizable targets for different payroll system varying workforce demographics
locations, projects, teams, & agents.
and psychological motivators

“IN differentiation, NOT IN UNIFORMITY…

Analytics - Deficiency Scorecard

Data Warehouse
Convergent maintains a data warehouse with 25 MM
active and 240 MM total accounts with the most vital
updated consumer information.

▪ Newly listed accounts are matched to our database to identify
consumers we have interacted with previously

▪ Operational Strategies are designed around 4 main categories
1. Hot Match - Accounts that have made a payment
to Convergent in the last 3 years
2. Warm Match - Accounts Convergent shows with a
right party contact in the last 3 years
3. Cold Match – Accounts Identified by SSN # & last name
but no contact or payment have been made
4. No Match – Accounts that have not previously been placed
with Convergent

▪ Compliance – We identify phone numbers and addresses we
know are not matches to consumers and remove them

▪ Risk Mitigation – We identify consumers who have a history of
litigious behavior, complaints and disputes and provide the
appropriate treatment

▪ Performance Lift - Since implementation, the Internal Scrub Tool
has demonstrated a 25.5% increase in liquidation across
portfolios in these segments

…LIES THE PATH OF PROGRESS.”

Seattle White Plains

Montgomery Augusta

Phoenix

Iloilo City Houston Atlanta
Philippines

San Antonio

Guatemala

WHERE WE

DO IT

Virtual Global Footprint: Domestic, Nearshore,
and Offshore. Brick & Mortar and Work@Home.

OUR

TECHNOLOGY Voice Analytics/Call Recording

▪ CallMiner

We focus on “Business Intelligence” not ▪ VoiceTrack and Witness

“Business as Usual.” Dialer

▪ Contact Savvy

Workforce Management/Forecasting Connectivity/Integration ▪ LiveVox

▪ Avaya WFO Suite (formerly Verint 360) ▪ Client Switch Client Systems TCPA Certified Processes
▪ Client Applications
▪ IEX ▪ Middleware ▪ LiveVox (HCI)
▪ KHope
▪ Aspect Artificial Intelligence CMS
▪ Pipkins
▪ Analytics Machine ▪ Core Compliance

Telcom & Network ▪ Learning Platform

▪ Avaya Contact Center ▪ Paradiso LMS

▪ Cisco Routers at CE

▪ Dual Circuits with Loop and Pop Diversity

Certifications and Audits

▪ SSAE-16 (SOC1 Type II SOC2 Type II)
▪ PCI DSS v3.2 – Level 1 Service Provider
▪ PCI DSS v3.2 – Level 1 Merchant
▪ Convergent conducts PCI SOC1and SOC2

certifications annually. All security
practices are audited and best practice
standards are affirmed or recommended.

CONTACT US

Phil Thomas

Vice President, Business Development
(503) 704 – 2179

[email protected]

David Wright

Vice President, Client Solutions
(301) 305 – 5502

[email protected]