Advanced Call Center Technologies (ACT)
A BPO Making Waves

Advanced Call Center Technologies (ACT) is a U.S.-based business process outsourcing (BPO) provider that is gaining acclaim for its exceptional results and their unique way of doing business, as outlined below:

Employee Ownership: As a 100% employee-owned company, ACT’s Employee Owners have a personal interest in delivering value to clients, aligning their motivations with the clients' success. Since becoming employee-owned, employee attrition has dropped by 31%, improving knowledgebase retention and expertise.

Delayered Business Model: ACT’s senior management remains engaged with our clients’ program performance on a daily basis. Their Operations team does not have a competing P&L KPI focus. Rather, ACT’s Operations teams are completely scorecard driven, aligning their efforts to their client metrics. With fewer ‘moving parts’ to distract or slow things down, ACT can deliver flawless execution.

Total Experience Formula^TM: ACT’s Total Experience Formula provides a unified and transformative end-to-end experience for all stakeholders – customers, employees, and users across voice, digital channels, and platforms. Offering a true 360-degree view of the customer experience, it collates every touchpoint, technology, and employee policy related to the customer experience. This includes how channels integrate, cross-silo visibility of data, uniformity of channel experiences, and seamless transitions for customers between channels.

Organic Growth: With over 12,000 employees worldwide, ACT’s growth has been 100% organic. This has allowed the company to avoid challenges typically associated with M&A activity, such as conflicting cultures, inconsistent processes and standards, overly complex management structures, financial instability, a focus on short-term gains, and misalignment with clients. ACT offers a cohesive culture, consistent processes, a stable and streamlined management team, integrated technology, and a steadfast commitment to relationships and service quality.

Results: ACT has delivered exceptional customer experiences through its innovative Total Experience Formula^TM. One notable success involved enhancing in-store sales for a Fortune 50 retailer by 30%.

This was achieved through a custom application and process redesign developed specifically for the retailer's needs. ACT designed a proprietary application for the store’s sales staff, which could be seamlessly installed on handheld devices. When a customer entered the store seeking to make a purchase but also requiring service support, the in-store sales representative could quickly divert the service need to a qualified Customer Support rep by inputting the client’s information into the app. This streamlined process eliminated the need for lengthy calls and having to repeat client information several times, which often disrupted sales. Meanwhile, the Customer Support rep would have time to research and troubleshoot the customer issue and call them back with a solution, eliminating the frustration that both the customer and sales staff would experience during the calls. Additionally, the integration facilitated targeted outreach by ACT’s Customer Experience agents, creating upsell opportunities that led to increased sales volume and improved customer satisfaction. This case exemplifies ACT’s ability to leverage technology and strategic process improvements to drive significant business outcomes for its clients.

We are 100 percent employee-owned, aligning our employees’ motivation with clients’ success

Scorecard Methodology: Using the scorecard methodology, ACT has achieved a 98% green score across its entire client portfolio. This has resulted in an average client tenure of 10 years. In many instances, clients have dismissed other BPO providers, leaving ACT as their sole partner.

Client Portfolio: With a solid 27-year track record, the company serves many of the world’s top companies, across a broad range of verticals such as banking and financial services, student lending, mortgage lending, fintech, digital payments, subscription services, travel and hospitality, telecommunications, healthcare, insurance, travel and tourism, and streaming and technology. They offer a global footprint of 23 sites, including locations in the U.S., Jamaica, Guatemala, and South Africa.