What Makes ACT Different?

ACT isn’t your typical outsourced services provider. For more than 17 years, ACT has deployed complete end-to-end, multi-channel customer communication and back-office logistics solutions to the top companies in the United States. And unlike other providers who might offer you an impressive collection of off-the-shelf a la carte services, ACT creates flexible, custom programs tailored to the specific needs of your business.

Talented People

ACT strives to hire dedicated agents at the top of their trade that make a career out of their craft. They don’t just deliver a scripted message — they become a real, human voice for your company.

On top of vigorous best-practice training for properly interfacing with your customers, ACT agents are thoroughly versed in the specifics of your program. This allows them to speak confidently and naturally about your products or services, without sounding scripted. Agents are given continued education, then routinely reviewed and tested to ensure compliance and continuity in your messaging.

We work nationwide 24/7 from domestic and near-shore operation centers, providing service in 8 different languages including English, Spanish, Mandarin, Cantonese, Punjabi, Vietnamese, Armenian, and Tagolog.

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Proven Process

At ACT, our proven process starts with a thorough understanding of your specific needs, and ends with a customized solution where performance is tightly managed and results are measured.

Custom Solutions

This starts with a highly refined base routine for each solution, one that is already proven and subsequently evolved with our knowledge and experience from more than 17 years in business. From there, we analyze the specific needs of your project and utilize Six Sigma methodologies to efficiently adapt the solution to your specific goals.

Your ACT project managers work with you to develop a communication strategy that not only delivers superior results, but will do so on the timeline you need and with a budget you can afford. Don’t see your particular industry listed or the service you need mentioned anywhere? It’s only because this website would need to be endless to list them all. Contact us today to discuss a custom program developed for your unique needs.

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Performance Monitoring

The ACT Difference doesn’t stop once the program starts. ACTs operations team has the experience to deliver ongoing improvements and results. Combined with real-time performance tracking scorecards to custom reports we not only ensure quality service and compliance, but are able to provide you with access to deep analytics about your program as a whole.

Paired with our experienced work force management team, you’re able to make accurate call forecasting and set reliable expectations.

Leading Edge Technology

Since its founding in 1997, ACT’s technology assets and resources have provided a sustainable competitive advantage that benefits you and your customers. Our technology assets are leading edge, and our information technology team stands apart in their ability to fashion solutions promptly and efficiently.

Multi-Channel-Solutions

Whether it’s phone, chat, email, or direct mail, our programs incorporate multiple channels to match your customers preferred communication method. This now includes self-service options such as custom Interactive Voice Response (IVR) platform development, to engage your customers with automated voice, web chat, and e-mail correspondence options.

Compliance

Industry and regulatory standards and extensively documented processes and procedures are particular important in managing our business. ACT transparent partnership philosophy gives you the peace of mind, things are done right.

ACT is Payment Card Industry (PCI) & ISO 27002 Compliant and SSAE 16 Certified.

Scalable Solutions

Our large call centers have the ability to handle programs of any size. Once launched, they can scale up to meet your growing need for additional resources or services. This also greatly reduces the lead time required to deploy new programs.

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Big Data

Data capture and analysis is at the heart of ACT’s commitment to driving key performance metrics, customer behavioral trends and preferences, upstream problem solving and downstream satisfaction ratings.

Proven. Scalable. Customizable.

Customer Communication Solutions from ACT

Sales Services

Superior training and process adaptation delivers immediate results with sales support, cross-selling, customer courtesy services, and more for B2B or B2C.
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Customer Service

Provide world-class support, service, and outreach to your new and existing customers, continually refined through feedback and results analysis.
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Fraud & Dispute Management

Whether it’s fraud investigation, dispute resolution, or customer verification, ACT gets you the most accurate results in the most efficient way possible.
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Back Office Management

Free up your talent by automating repetitive tasks like document / order management and credit bureau disputes with ACT’s proven back office methodologies.
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Stay up to date on ACT's business ventures and the ever-changing trends of the industries we serve by visiting our newsroom or the various events we attend.

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