Milestone silver anniversary highlights employee-owned customer care leader’s commitment to exceptional service and community investment
HARLINGEN, TX – Advanced Call Center Technologies, ACT (ACTToday.com), today announced the achievement of a significant milestone: the 25th anniversary of its first Harlingen, Texas location. Since opening its doors in 1999, ACT Harlingen has become an integral part of the Rio Grande Valley region, building lasting relationships with the business community and local government, and establishing itself as a highly reputed employer and economic contributor in the area.
The quarter-century journey began when ACT recognized the potential in Harlingen’s growing, highly qualified labor market and made the strategic decision to establish its first location in the vibrant South Texas city. What started as a single operation has evolved into a cornerstone of the company’s regional presence, serving customers with the same dedication and excellence that has defined ACT’s approach for over two decades.
“Reaching this 25-year milestone in Harlingen represents more than just longevity – it’s a testament to the relationships we’ve built and the trust our community has placed in us,” said Susan Parker, Chief Operating Officer at ACT. “Our success here has been driven by our employee-owners who understand that their investment in the company directly translates to better service for our customers and stronger ties to the community we call home.”
The ESOP Advantage: Employee Ownership Drives Excellence
Central to ACT’s sustained success and community integration is its structure as an Employee Stock Ownership Plan (ESOP). This unique business model means that every ACT team member is personally invested in the company’s success, creating a culture of accountability, innovation, and exceptional customer service that traditional corporate structures often struggle to achieve.
As an employee-owned company, ACT operates with a fundamental understanding that its greatest asset is its people. This philosophy has enabled the company to attract and retain top talent while fostering an environment where employees are motivated to go above and beyond for customers because they share in the company’s prosperity. Since converting to an ESOP in 2021, ACT has seen attrition drop by 31%, a unprecedented accomplishment in the industry.
“I’m incredibly grateful for ACT’s unwavering commitment to both our team and the Harlingen community,” said Andrea Tafolla, Operations Manager. “Working for an employee-owned company means we’re not just doing a job – we’re building something together. That sense of shared purpose translates into genuine care for our customers and pride in being part of this community’s growth story.”
The ESOP structure has proven particularly valuable in building lasting community relationships. Unlike businesses that may prioritize short-term profits or face pressure from distant shareholders, ACT’s employee-owners have a vested interest in maintaining strong local ties and contributing to the long-term health of the communities they serve.
Looking Forward: Building on a Strong Foundation
As ACT marks this significant anniversary, the company continues to evolve and expand its services while maintaining the core values that have driven its success for decades. Central to that success is ACT’s employee ownership model, which ensures sustainable growth aligned with the interests of both team members and the communities they serve.
ACT’s commitment to performance and partnership is perhaps best reflected in the longevity of its client relationships, which on average have an engagement of 10+ years. These enduring relationships stand as a testament to ACT’s results-driven culture and the trust it has built over time.
“Our 25 years in Harlingen have taught us that when you invest in your people and truly commit to your community, success follows naturally,” said Parker. “We’re grateful for the trust our customers have shown us, and we’re excited about the opportunities ahead as we continue building on this strong foundation.”
As ACT looks toward the future, it remains committed to the same principles that have made its Harlingen location—and its long-term partnerships—so successful: putting employees first, investing in communities, and delivering exceptional service through genuine, lasting collaboration.
This anniversary celebration is not just a reflection on past achievements, but a reaffirmation of the values and relationships that will drive ACT’s continued success in Harlingen and across Texas for the next 25 years and beyond.
