Vertical Growth, Geographic Expansion, Industry Recognition, and Transformative Technologies Drive Unprecedented Success
Philadelphia, PA, February 5, 2025 – Advanced Call Center Technologies (ACT), a 100% employee-owned global leader in customer experience and business process outsourcing, today announced record-breaking sales and expansion into new verticals for the calendar year 2024. This remarkable achievement underscores ACT’s position as a trusted partner across multiple industries, driven by client demand, technological innovation, and a steadfast commitment to excellence.
“Our unprecedented growth is a testament to the trust our partners place in us, the flawless execution and exceptional service our Employee Owners deliver daily, and the reputation we’ve built as a company that consistently exceeds expectations. This reputation continues to attract new clients while inspiring our long-standing partners—to expand our responsibilities and entrust us with new lines of business within their organizations,” said Hunter Croft, President and CEO of ACT.
Expansion to Meet Growing Demand
In response to escalating client demand across numerous verticals, ACT significantly expanded its global footprint in 2024. This includes the opening of their third flagship site in Texas, where they have operated since 2003, as well as the establishment of a new international, multilingual hub in Johannesburg, South Africa. These expansions are strategically positioned not only to meet growing client needs but also to provide access to superior workforce talent and infrastructure in markets that are less saturated with BPO providers. This approach ensures clients benefit from exceptional service quality, cost advantages, and enhanced operational resilience.
Despite the rapid pace of site development, ACT is filling these new centers almost as quickly as they are being built, a testament to the strong demand for ACT’s services and the company’s reputation for delivering outstanding results.
“With the opening of our new sites, we’re not only increasing capacity but also strategically positioning ourselves in markets where we can tap into a highly talented and diverse workforce. These are business-friendly communities with strong infrastructure and local support for the BPO industry,” said Susan Parker, Chief Operating Officer. “This allows us to bring even greater innovation, agility, and cost efficiency to our partners while continuing to deliver the exceptional outcomes they have come to expect from ACT.”
Industry Recognition and Awards
In addition to geographic expansion, 2024 has been a banner year for ACT’s industry recognition. The company received multiple prestigious awards that underscore its commitment to creating an exceptional workplace for its Employee Owners.
Among the Accolades:
- Newsweek Global Most Loved Workplaces
- Best Practice Institute Americas Most Loved Workplaces
- Forbes America’s Best Employers for Women
- Forbes America’s Best Employers for Veterans
- Forbes America’s Best Large Employers
- Most Loved Workplaces for LGBTQ Employees
- Career Pathing Excellence Awards
These awards highlight ACT’s commitment to creating an inclusive, supportive, and innovative workplace for its Employee Owners. “As an ESOP, ACT has placed employee experience at the center of its business strategy because we know that engaged employees deliver the best business outcomes,” stated Adele Fransko, Chief People Officer. ‘We invest aggressively in optimizing the employee experience by identifying and removing friction, streamlining workflows, and reducing unnecessary steps—such as eliminating extra mouse clicks—to make it easier for our employees to perform at their best. This is at the heart of the Total Experience Formula™, which orchestrates all the elements that make up the customer experience.’
Key Differentiators Driving Success
ACT’s record-breaking growth stems from its unique capabilities, best-in-class technology, and steadfast dedication to client success. By leveraging cutting-edge tools and innovative strategies, ACT ensures superior program performance, consistently delivering measurable results that fuel the company’s upward trajectory and build trust with its clients.
Key differentiators include:
- Scorecard-Driven Excellence: ACT approaches Customer Care as a completely scorecard-driven organization, which is why we boast over 98% green scorecard across our entire partner portfolio, whose average tenure is greater than 10 years.
- Employee-Ownership Model: Our 100% employee-ownership uniquely aligns our Employee Owners’ motivations with our partners’ success.
- The Total Experience Formula™: Delivers a unified and transformative end-to-end experience to all stakeholders – for customers, employees and users across all digital channels and platforms.
- Ease of Doing Business: We are consistently recognized as a flexible partner with a straightforward model.
- Flat org structure: Our delayered organizational structure ensures unsurpassed responsiveness and keeps senior management directly engaged in our partners’ programs. This drives better outcomes and cohesiveness. With no P&L for our Ops leaders, they are 100% scorecard driven and stay focused on delivering value to our partners.
- Data Transparency: We offer a deep integration with our systems and reporting, giving our partners unparalleled data analytics, control and transparency into KPIs and program performance metrics.
- AI-Powered Technology: ACT’s CoPilot leverages real-time machine learning and advanced data analytics to provide next-best-action prompts to agents, improving resolution times and ensuring seamless, high-quality customer experiences.
- Compliance Culture: Our compliance structure and supporting culture are foundational to the relationship with our partners.
- Proven Track Record: ACT offers a 27-year track record of delivering reliable, consistent, and superior service.
“These differentiators reflect our mission to continuously innovate and elevate the experience for both our partners and our Employee Owners,” added Croft.
Looking Ahead
ACT’s continued focus on innovation, transparency, and client satisfaction positions it as a leader in the customer experience space. As demand for ACT’s solutions grows, the organization remains committed to expanding its capabilities, advancing its technologies, and delivering unmatched outcomes for its partners.
For more information about Advanced Call Center Technologies and its innovative solutions, visit www.acttoday.com.
About Advanced Call Center Technologies (ACT)
ACT is a U.S.-based business process outsourcing provider and global leader in customer care. Our approach is founded on a winning formula – that the best solutions integrate Employee Experience (EX) + Customer Experience (CX) + User Experience (UX) + Digital Experience (DX) + Multi-experience (MX) for an outstanding Total Experience (TX) overall. As a 100% employee-owned company, we have placed Employee Experience at the center of our business strategy because we know that engaged employees ensure the best customer outcomes. As shareholders in the business, our Employee Owners have a personal interest in delivering value to our clients, and their motivations are uniquely aligned to our clients’ success.
We have more than 27 years’ experience helping our partners drive growth and brand loyalty by providing amazing experiences across every touchpoint and channel of the customer journey. We serve many of the world’s top companies spanning a wide range of verticals, including numerous Fortune 50 clients. We offer a broad range of leading-edge technologies and custom solutions tailored to your business needs to make every unique customer connection count.
