Why ACT?

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.

Our 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.

As 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.