We turn
conversations
into relationships.
ACT interacts with thousands of people every day across every touchpoint of the customer journey. We serve a wide range of industries in our quest to deliver amazing experiences. As an employee owned company, our people are uniquely invested in our client’s success.
We don’t do ordinary.
An ordinary service provider might offer you a wide collection of generic a la carte services. At ACT we go the extra mile in creating compliant, flexible, custom programs tailored to your business. Why? Because the ordinary tends to open organizations up to new sets of challenges, like the ones below:
Trying to apply a generic solution to your complex business challenges leads to poor customer experience, cost inefficiency, and ultimately poor business outcomes. At ACT, we take the time to understand our clients’ requirements and engineer processes and experiences that go above and beyond.
Great CX is mandatory, but there are a constellation of interactions that a business must consider to create the best, most memorable experiences for customers. Total Experience is the sum of Customer Experience + Employee Experience + User Experience + Digital Experience + Multichannel which combine as more than the sum of all parts. At ACT, we optimize every touchpoint for the best total experience solutions.
Typical contact centers concentrate on pushing their customers through a script as quickly as possible, which can appear cold, inhumane and lead to a sterile customer experience, reducing CSAT and negatively affecting brand sentiment. Our agents listen and uncover opportunities to solve problems and delight your customers.
We go beyond CX,
we are TX obsessed.
Total Experience
With an ACT Total Experience (TX) solution, we deliver a unified and transformative end-to-end experience to all stakeholders – for customers, employees, and users across all digital channels and platforms.
CX
Customer Experience
We create a memorable customer experience by applying EX, UX, and MX principles and best practices. Our agents are trained and skilled at delighting our customers every step of the way.
EX
Employee Experience
We’ve placed Employee Experience at the center of our business strategy. Happy employees deliver the best Customer Experience. As an employee-owned company, our Employee Owners are uniquely invested in our clients’ success.
MX
Multichannel Experience
Our solutions integrate the latest and greatest of communications technologies to deliver seamless experiences across all channels – social, email, SMS, text, chat, and more. We are AI-enabled and KPI focused, to interact with the customer where they are and in the way they prefer.
UX
User Experience
We invest heavily in managing, monitoring and optimizing User Experience across all channels to ensure the best possible Customer Experience.
DX
Digital Experience
Our clients count on us to deliver fast, responsive and frictionless communications across all channels to ensure a consistent and cohesive online experience that delights their customers.
Total Experience
CX
EX
MX
UX
DX
Our expertise.
Customer Care
Customer Care
Sales Service
Fraud and Dispute Management
Back Office Support
Omnichannel Capabilities
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Multi-Channel Service
More than just answering phone calls, we offer complete customer communication options along with end-to-end engagements.
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Relationship Management
From the very first interaction, we educate your customers on your benefits and services. From then on, we focus on customer satisfaction and retention.
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Account Services
We assist your customers with account-related matters such as card activation, balance/transactions, fraud prevention and detection, claims, billing/statement inquiries, outbound and inbound upselling, technical support, and more.
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Exceptional Sales Support
Leave it to our experienced sales agents to solve customer problems, drive results, close the sale and increase your profits. Moreover, our agents will provide customer assistance and assist with application fulfillment.
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Relationship Management
Our agents will proactively offer companion products and upsell existing engagements to help your customers get the most out of your product and services.
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Customer Courtesy
From the moment we onboard your customers via a welcome call, we educate them about your benefits and services. Moving forward, we will assist your sales team by providing live support to process orders.
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Business-to-Business Commercial Service
Our agents will support your business and help maximize your profitability and customer satisfaction through the entire account life cycle.
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Fraud Investigation
You can entrust our experienced agents to handle the entire fraud lifecycle including prevention, detection, case set up, affidavits, and investigation.
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Customer Relationship
You can rely on our agents to help you with dispute processing, consumer verification, and the handling of card service cases such as the suspension of a lost or stolen card.
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Dispute Resolution
Our agents will identify the root cause of the dispute, provide updates to your customers and accurately work through the dispute process promptly to ensure customer satisfaction.
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Transaction Verification Services
Our experienced staff will help identify and stop fraud to protect your customers at the point of sale.
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Document and Order Management
Let us help you fulfill your order processing and automate your document/application process with digital capture and imaging.
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Process Automation
Lower your cost of operation and drive better customer experiences with our technology team to build solutions to improve or augment your workflow process.
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Credit Bureau Reporting and Disputes
Leverage our extensive experience interfacing with the credit bureaus and their reporting infrastructures for Automated Credit Dispute Verification (ACDV) and Automated Universal Dataform (AUD) processing.
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Interactive Voice Response (IVR) Systems
Increase your organization’s self-service with your very own IVR to efficiently guide customers to the right area of service.
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SMS, Email, Social, Chat
We offer support across all media, engaging with your clients in the channels they prefer.
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Technology-enabled
Our solutions integrate AI technologies, Natural Language Processing (NLP) and predictive analytics to streamline communications, monitor sentiment, detect trends and ensure optimal customer experience.
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Chatbots
Our Total Experience experts engineer custom solutions leveraging speech analytics and conversational AI to automate and optimize the customer journey.
Success stories
from industry leaders.
ACT has been part of our growth from day one. From the beginning, they put great effort into helping us succeed – and in my 25 years of customer operations, I’ve never seen anything like it. ACT is an extension of our business, which goes far beyond white labeling, and instead adapted and assimilated our culture at the contact center agent level. That’s very difficult to replicate.
Eric Chas
Head of Customer Operations, College Ave Student LoansOur strategic alliance with ACT is a win-win for both organizations and for the industry as a whole. The government sponsored marketplace imposes significant demands on health plans, it is essential that plans select partners experienced in the complexities of Medicare Advantage and Managed Medicaid, ensuring accountability and operational compliance for the plan. The relationship with ACT delivers proven experience in the administration of these programs, allowing the plan to focus on their members and providers and the growth of their membership.
Jimmy Kolata
Chief Strategy Officer, RAM Technologies, IncAs a consumer electronics retailer and service provider, our store employees were often prevented from closing a sale if a customer required in-depth technical support. ACT identified the trend before we were even aware of it, and developed a custom application to help triage disruptive issues to a dedicated care team, increasing sales conversions for both store staff and support agents. The solution resulted in a 30% increase in sales and significant improvements in our Net Promoter Score.