Philadelphia, PA – March 26, 2025 – Advanced Call Center Technologies (ACT) has been recognized on a prestigious list celebrating America’s most innovative companies in 2025. This recognition comes as a result of ACT’s commitment to a unique 100% employee ownership structure — through which every team member is also a shareholder — fueling a culture of innovation, accountability, and long-term value creation.
Since implementing a 100% Employee Stock Ownership Plan (ESOP) in 2022, ACT has aligned its workforce’s motivations directly with business success and partner outcomes. With every employee vested in the company’s performance, ACT has cultivated a workforce that is deeply invested in solving client challenges and pushing boundaries in customer experience.
Hunter Croft, President and Chief Executive Officer of ACT, reflects on the synergy between ownership and innovation:
“Our employee ownership structure transforms every team member into a leader within ACT. When people are personally invested in our success, they think bigger, move faster, and collaborate more creatively. That’s what drives real innovation.”
This structure creates a direct link between employee engagement and client impact. Research consistently shows that ESOPs enhance retention, productivity, and financial performance — and ACT is seeing the benefits in real time. As stewards of both operational excellence and ownership responsibility, employees tackle client problems with urgency and ingenuity.
Recent achievements underscore the company’s momentum: in 2024, ACT posted record-breaking sales and expanded into new verticals and regional hubs — including its third flagship site in Texas, an international center of excellence in Johannesburg, and, more recently, a new facility in the Philippines — highlighting global demand for its Total Experience (TX) approach. Earlier this year, ACT took home four prestigious Stevie Awards, recognizing its excellence in sales, omnichannel customer service, and data analytics.
Central to all of this is the ESOP culture, which CEO Croft credits with fueling ACT’s agility and partner-centric innovation:
“Prior to transitioning to an ESOP, ACT experienced tremendous growth, and I would not have
believed our many years of record performance could be exceeded. However, since becoming an ESOP in 2021, we’ve seen attrition reduced by 31% and have exceeded prior performance levels year over year. Ownership, simply put, drives better business outcomes. People value bringing their own ideas, decisions, and results. It’s that sense of ownership that transforms good into great — and great into groundbreaking.”
This ethos of shared accountability has also earned praise as a top workplace, with ACT previously cited for large employer excellence and inclusion — including being named a best employer for women — all in recognition of its 100% employee-owned model.
Long-Term Growth Through Shared Ownership
Established in 1997 and transformed into ESOP status in 2021, ACT has matured into a global provider of outsourced customer care and Total Experience solutions. With over 12,000 employees across the U.S., Guatemala, Jamaica, and South Africa, the company has solidified its place as a leader in performance-driven customer operations.
By sharing ownership with its workforce, ACT has fostered an entrepreneurial mindset that empowers employees at all levels to innovate. Whether improving agent tools, redesigning process flows, or deploying AI agents, every new initiative is grounded in a vested interest in the outcome.
“Our partners consistently tell us the difference is not just our operational rigor, efficient processes, and industry leading technology — it’s that our teams ‘own’ the experience. Our employee owners push the envelope because it’s their company, and they know their efforts directly affect long-term success,” said Croft.
As ACT celebrates this latest accolade, it solidifies the link between ownership and innovation. Workforce motivation can make or break customer outcomes, and ACT’s model proves how employee owners can lead the charge in transforming industry standards.
For more information about ACT’s Total Experience solutions, visit www.acttoday.com.
About 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.
Media Contact:
Zabrina Doerck
Chief Marketing Officer
Advanced Call Center Technologies (ACT)
Marketing@ACTToday.com
