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VPN</a></td> </tr> </table></td> <td colspan="2" align="left" valign="top"><table width="536" border="0" cellpadding="0" cellspacing="2"> <tr> <td height="113" align="left" valign="middle" bgcolor="F8F8F8"><table width="536" border="0" cellpadding="0" cellspacing="10"> <tr> <td width="4"><img src="images/b_org_pic.gif" width="4" height="44"></td> <td width="486" align="left" valign="middle"><span class="style2"><B><font size="4" face="Arial,Helvetica,sans-serif">O</font></B></span><span class="mainHeading"><B>ffshore Solutions</B></span><B><BR> <SPAN class=grayBoldtextLink>Our Customer Service</SPAN> </B></td> </tr> <tr> <td>&nbsp;</td> <td align="left" valign="middle" class="text"><P class=text><!--Representatives (CSRs) offer an exceptional level of customer service. 100% college-educated, our CSRs have first-rate technical skills combined with the professional poise and people management skills that delight and surprise our clients&rsquo; customers. Because our CSRs function as a seamless extension of our partners&rsquo; companies, the satisfying experience that ACTS&rsquo;s staff creates for the end-customers serves to increase the value of our clients&rsquo; Brands and businesses.--> Representatives (CSRs) offer an exceptional level of customer service. 100% college-educated, our CSRs have first-rate technical skills combined with the professional poise and people management skills that delight and surprise our clients customers. Because our CSRs function as a seamless extension of our partners companies, the satisfying experience that ACTS s staff creates for the end-customers serves to increase the value of our clients Brands and businesses.<BR> <BR> <!-- To meet the exacting requirements of our clients, we develop and empower our human resources in the following ways:--> To meet the exacting requirements of our clients, we develop and empower our human resources in the following ways:</P></td> </tr> </table></td> </tr> <tr> <td align="left" valign="top"><table width="536" border="0" cellpadding="0" cellspacing="5"> <tr align="left" valign="middle"> <td width="521" height="25" valign="top"><DIV class=headings> <P class="blueBoldHeading12"><STRONG>Development: </STRONG></P> <UL> <LI class=text>Rigorous training (voice and accent, soft skills, including culture familiarization and best sales practices) <LI class=text>Ongoing education and certification support and assistance <LI class=text>Process-specific CSR profiling on problem resolution and call management <LI class=text>Regular quality and HR calibrations to improve performance <LI class=text>Continuous process improvements to increase productivity </LI> </UL> <P class=blueBoldHeading12><STRONG>Empowerment: </STRONG></P> <UL> <LI class=text>New modern facilities and communications infrastructure <LI class=text>Customized desktop configurations <LI class=text><!--Integrated multi-modal CRM platform suite optimized to serve clients specific business objectives --> Integrated multi-modal CRM platform suite optimized to serve clients specific business objectives </LI> </UL> <P class=text><!--In addition, each of our CSRs has detailed knowledge of the Customer Lifecycle that is pertinent to the various industry verticals they serve. The Customer Lifecycle model, with its comprehensive understanding of the end-customer, is a foundational element of our consumer-centered approach. --> In addition, each of our CSRs has detailed knowledge of the Customer Lifecycle that is pertinent to the various industry verticals they serve. The Customer Lifecycle model, with its comprehensive understanding of the end-customer, is a foundational element of our consumer-centered approach. </P> <span class="text"><!--Over the years, ACTS has built a reputation as a consumer-focused company with the flexibility and sensitivity to meet the needs and exceed the expectations of our clients' customers. Benefits our clients derive from our exceptional customer service include:--> Over the years, ACTS has built a reputation as a consumer-focused company with the flexibility and sensitivity to meet the needs and exceed the expectations of our clients' customers. Benefits our clients derive from our exceptional customer service include: </span> <UL> <LI class=text>Increased revenues via effective cross- and up-selling <LI class=text>Superior customer satisfaction <LI class=text>Enhanced customer loyalty <LI class=text>Improved customer retention <LI class=text>Additional referral customers <LI class=text>Greater goodwill with their brand </LI> </UL> <DIV class=blueBoldHeading12>Customer Loyalty<br> <br> <span class="text"> <!-- Post-sales customer management is an integral element for maintaining long-term market competitiveness and realizing customer lifetime profitability objectives. Defining and implementing a holistic strategy of post-sale, touch-point interaction management offers your company an opportunity to maximize brand value and expand future revenues through cross selling. --> Post-sales customer management is an integral element for maintaining long-term market competitiveness and realizing customer lifetime profitability objectives. Defining and implementing a holistic strategy of post-sale, touch-point interaction management offers your company an opportunity to maximize brand value and expand future revenues through cross selling. </span></DIV> <P class="text"><!--ACTS provides customer retention or loyalty program support for several of our clients. Our Customer Service Representatives (CSR) are trained in each client&rsquo;s entire product line and briefed on cross-selling opportunities based on up-to-date transaction analytics. Our CSRs then conduct outreach programs that are designed to connect with existing customers to ensure their satisfaction as well as repeat purchases. ACTS customer loyalty efforts not only drive satisfaction but also drive incremental revenues for our clients .--> ACTS provides customer retention or loyalty program support for several of our clients. Our Customer Service Representatives (CSR) are trained in each client s entire product line and briefed on cross-selling opportunities based on up-to-date transaction analytics. Our CSRs then conduct outreach programs that are designed to connect with existing customers to ensure their satisfaction as well as repeat purchases. ACTS customer loyalty efforts not only drive satisfaction but also drive incremental revenues for our clients . </P> <P><STRONG><BR> <span class="blueBoldHeading12"><!--Questions to consider when evaluating your current customer loyalty program-->Questions to consider when evaluating your current customer loyalty program</span>: </STRONG></P> <UL> <LI><span class="text">Are you maximizing customer lifetime value? </span> <LI><span class="text">Are the economic results of your company s current retention programs significant? </span> <LI><span class="text">Does the industry business model require customer retention beyond a single subscription period? </span> <LI class="text">Are you currently unable to define the revenue contribution of your loyalty programs? </LI> </UL> <P class="text">If you answered yes to any of the above questions, please contact ACTS to see how we can use our experience and efficiency and technology to help you get more from your company's customer loyalty program. <br> <br> <span class="blueBoldHeading12"> Tech-Support Services </span></P> <P class="text"><!--ACTSs tech-support services distinguish themselves in terms of both quality as well as customer management. ACTS clients technical pedigree is serviced by an established knowledgebase of educated engineering centric service representatives. These service reps provide support to tech- equipment vendors, yet are also trained-experienced as retail service representatives. The result is a uniquely tech informed, yet courteous support service experience. --> ACTSs tech-support services distinguish themselves in terms of both quality as well as customer management. ACTS clients technical pedigree is serviced by an established knowledgebase of educated engineering centric service representatives. These service reps provide support to tech- equipment vendors, yet are also trained-experienced as retail service representatives. The result is a uniquely tech informed, yet courteous support service experience. </P> <P><span class="text"><!--By making the complex-simple ACTS service representatives drive greater customer satisfaction and loyalty for our manufacturing and retail clients.--> By making the complex-simple ACTS service representatives drive greater customer satisfaction and loyalty for our manufacturing and retail clients.</span><BR> <BR> <SPAN class=blueBoldHeading12><STRONG>Tech Support Highlights: </STRONG></SPAN></P> <UL> <LI><span class="text">Proven base of high quality, educated, professional staff </span> <LI><span class="text">Retail customer management skills, combined with tech knowledge </span> <LI><span class="text">Established training regime and monitoring infrastructure </span> <LI><span class="text">Subject matter expertise in, computing, mobile systems, networking and communications, storage </span> <LI><span class="text">5 years servicing <b>F1000 branded Tech companies </b> </span> <LI><span class="text">Integrated multimodal service platform empowers richer communications and self service via email, web-chat, and knowledge base </span> <LI class="text">Training, and staff expert <b>CSR seeding</b> assures out-of-gate success </LI> </UL> <DIV class=blueBoldHeading12>Help Desk Services<br> <br> <span class="text"> <!-- Using IT professionals to support corporate Help Desks is a costly use of valuable resources. An effective Help Desk alternative is a partnership with a skilled IT outsourcing company, resulting in a significant cost reduction and the reallocation of valuable IT professionals to more critical projects.--> Using <a href="#" class="bluetextLink">IT professionals</a> to support corporate Help Desks is a costly use of valuable resources. An effective Help Desk alternative is a partnership with a skilled IT outsourcing company, resulting in a significant cost reduction and the reallocation of valuable <a href="#" class="bluetextLink">IT professionals</a> to more critical projects.<BR> <BR> Application Help Desk, ACTS&rsquo;s technical-support service, puts to work the proven technical expertise of our Support Engineers. Our <a href="#" class="bluetextLink">IT professionals</a> have earned a best-in-class reputation servicing some of the world's leading IT and networking companies. ACTS s staff makes the complicated simple, and efficiently delivers effective solutions for all skill levels. ACTS deliver this expertise millions of times each month, achieving satisfying results for our clients most exacting customers <BR> </span> </DIV> <span class="blueBoldHeading12"><BR> <STRONG>Engaging ACTS&rsquo;s Application Help Desk is a highly effective IT partnership strategy. Benefits to IT departments include: </STRONG> </span> <UL> <LI><span class="text">Improved employee productivity and satisfaction </span> <LI><span class="text">Improved Helpdesk issue responsiveness, resolution </span> <LI><span class="text">Reduced internal management overhead </span> <LI><span class="text">More efficient allocation of valuable IT resources </span> <LI><span class="text">Better budgeting and cost containment of IT expenses </span> <LI class="text">More strategic contribution of IT to business </LI> </UL> <DIV class=blueBoldHeading12>Back Office Processing<br> <br> <span class="text"><!-- ACTS has been providing reliable, day-to-day information-processing functions for our business partners for over five years. Our relentless attention to quality and process efficiency has helped our clients increase profitability and freed them to focus on more substantive and strategic value creation, while reducing business risk and service expenses. ACTS&rsquo;s commercial-grade communications infrastructure, a programmable voice and data IP framework and professional staff enhance the existing systems of our clients transparently, to provide the following benefits: --> ACTS has been providing reliable, day-to-day information-processing functions for our business partners for over five years. Our relentless attention to quality and process efficiency has helped our clients increase profitability and freed them to focus on more substantive and strategic value creation, while reducing business risk and service expenses. ACTS&rsquo;s <b>commercial-grade communications infrastructure,</b> a programmable voice and data IP framework and professional staff enhance the existing systems of our clients transparently, to provide the following benefits: </span></DIV> <UL> <LI><span class="text">Reduced resource redundancy and labor costs </span> <LI><span class="text">Reduced operating costs (infrastructure and maintenance) </span> <LI><span class="text">Improved service coverage (24x7) </span> <LI class="text">Enhanced support across service lines and levels </LI> </UL> <P class="text">ACTS&rsquo;s <!--back-office-processing team consists of professionals with extensive experience in the following diverse range of back office processes:--> back-office-processing team consists of professionals with extensive experience in the following diverse range of back office processes:<br> <br> <span class="blueBoldHeading12"> Data Processing<br> <br> </span><!--Outsourcing of non-core but sensitive and critical data processing functions to ACTS, has reduced costs, increased profitability and delivered greater core value and operational excellence to our business partners.--> back-office-processing team consists of professionals with extensive experience in the following diverse range of back office processes: <BR> <BR> <!--ACTS specializes in the capture, digitization and processing of data from diverse input sources, such as fax, Web forms, e-mails, scanned images and hardcopy documents. We then deliver processed output data in the designated output formats. Before the data is delivered, it undergoes verification and validation to ensure that customers get accurate data of the highest quality at all times.--> ACTS specializes in the capture, digitization and processing of data from diverse input sources, such as fax, Web forms, e-mails, scanned images and hardcopy documents. We then deliver processed output data in the designated output formats. Before the data is delivered, it undergoes verification and validation to ensure that customers get accurate data of the highest quality at all times.<BR> <br> <STRONG class="grayBoldtextLink">Data Processing Solution Benefits:</STRONG></P> <UL> <LI><span class="text">Increased focus on core business </span> <LI><span class="text">Reduced infrastructure and HR costs </span> <LI><span class="text">Faster data turnaround </span> <LI><span class="text">Highest quality of processed data </span> <LI><span class="text">Dedicated 24x7 customer support </span> <LI class="text">Multi-modal communications support </LI> </UL> <SPAN class=blueBoldHeading12><STRONG>Data Processing Capabilities: </STRONG></SPAN> <UL> <LI><span class="text">Data &amp; Order Entry </span> <LI><span class="text">Data Digitization </span> <LI><span class="text">Data Conversion </span> <LI><span class="text">E-Cataloging </span> <LI><span class="text">Forms Processing </span> <LI><span class="text">Claims Processing </span> <LI class="text">Rebate Processing </LI> </UL> <P class=blueBoldHeading12>Software Services - vLabs<BR> <br> <span class="text"> <!-- ACTS maintains a software business team that delivers high quality customized contact center applications, product development, and maintenance services to our clients. Internally referred to as vLabs, the 50-member team is comprised of 100% college educated staff with advanced educational and engineering degrees. This dedicated team is staffed in award winning facilities. An ISO 9001:2000 organization, ACTS is in the progress of acquiring SEI-CMM quality certificates to validate its already commercially proven development expertise. The result is a world class team able to execute in a virtual 24-hour environment that shortens the development cycle and time to market. --> ACTS maintains a software business team that delivers high quality customized <b>contact center applications, product development,</b> and <b>maintenance services</b> to our clients. Internally referred to as vLabs, the 50-member team is comprised of 100% college educated staff with advanced educational and engineering degrees. This dedicated team is staffed in award winning facilities. An ISO 9001:2000 organization, ACTS is in the progress of acquiring <b>SEI-CMM quality certificates</b> to validate its already commercially proven development expertise. The result is a world class team able to execute in a virtual 24-hour environment that shortens the development cycle and time to market. <BR> <BR> <!-- eServices Suit Example: ACTS has developed commercial grade CRM platform that powers millions of customer interactions each month. This multimodal CRM system manages customer communications, monitors satisfaction, and provides business intelligence to assist our clients make more informed business decisions to get a higher return on their investment. --> eServices Suit Example: ACTS has developed <b>commercial grade CRM platform</b> that powers millions of customer interactions each month. This multimodal CRM system manages customer communications, monitors satisfaction, and provides business intelligence to assist our clients make more informed business decisions to get a higher return on their investment. <BR> <BR> </span><STRONG>Examples of software services we have developed and can provide include:<br> </STRONG><span class="text"><STRONG><BR> </STRONG>CRM solutions and provisioning <BR> Database and directory assistance management services <BR> Business Intelligence solutions <BR> QA solutions <BR> VOIP telephony solutions <BR> HR and training solutions <BR> Helpdesk solutions <BR> Network applications services management and maintenance <BR> Proprietary software development across <a href="#" class="bluetextLink">Microsoft Windows</a>, Java and Open Source platforms and technologies</span></P> <P class="blueBoldHeading12">Billing Support<br> <br> <span class="text"><!--ACTS provides complete billing support services using a range of media that include inbound-voice, e-mail, chat and traditional mail. We leverage our consumer experience and integrated services platform to help our clients to differentiate themselves from their competition. Due to our flexibility and the range of our services, we can help to expand market penetration, increase revenues and decrease costs.--> ACTS provides complete billing support services using a range of media that include inbound-voice, e-mail, chat and traditional mail. We leverage our consumer experience and integrated services platform to help our clients to differentiate themselves from their competition. Due to our flexibility and the range of our services, we can help to expand market penetration, increase revenues and decrease costs. <BR> </span><BR> <SPAN class=style7><STRONG>Billing Support Solution Benefits: </STRONG></SPAN></P> <UL> <LI><span class="text">Increased customer satisfaction </span> <LI><span class="text">Improved customer retention and loyalty </span> <LI><span class="text">Enhanced scope and span of customer service (available 24x7) </span> <LI><span class="text">Greater focus on our clients' core business </span> <LI><span class="text">Better support across service lines and levels </span> <LI class="text">Faster turnaround </LI> </UL> <SPAN class=blueBoldHeading12><STRONG>The ACTS suite of billing support services includes: </STRONG></SPAN> <UL> <LI><span class="text">Credit card services </span> <LI><span class="text">Account subscription support </span> <LI><span class="text">Membership support </span> <LI><span class="text">Rebate tracking </span> <LI><span class="text">Customer correspondence </span> <LI><span class="text">Data and order entry </span> <LI><span class="text">Data management services </span> <LI><span class="text">Change requests </span> <LI class="text">E-mail/Web/Fax/Scan/disk </LI> </UL> </DIV> </td> </tr> </table></td> </tr> </table></td> </tr> <tr align="center" valign="middle" bgcolor="E6E6E6"> <td colspan="3" class="grayBoldtextLink" style="height: 60px"><table width="100%" height="51" border="0" cellpadding="0" cellspacing="0"> <tr> <td height="21"><div align="center"><a href="index.htm" class="grayBoldtextLink">Home</a>&nbsp;&nbsp;&nbsp;&nbsp; <a href="company.htm" class="grayBoldtextLink">Company</a>&nbsp;&nbsp;&nbsp;&nbsp; <a href="index.htm" class="grayBoldtextLink">Services</a>&nbsp;&nbsp;&nbsp;&nbsp;<a href="javascript:popup('http://refer.referafriend.com/taf/102385/3537/form/');" class="grayBoldtextLink">Tell a Friend</a>&nbsp;&nbsp;&nbsp;&nbsp; <a href="contact.htm" class="grayBoldtextLink">Contact</a>&nbsp;&nbsp;&nbsp;&nbsp; <a href="SiteMap.htm" class="grayBoldtextLink">Sitemap</a>&nbsp;&nbsp;&nbsp;&nbsp;<a href="http://actsolution.myrvlink.com/blog" class="grayBoldtextLink">Blog</a></div></td> </tr> <tr> <td height="15" align="center" valign="middle"><span class="graytextLink">Copyright &copy; 2006-2007 ACTS Inc. 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