Development:

• Rigorous training (voice and accent, soft skills, including culture familiarization and best sales practices)
• Ongoing education and certification support and assistance
• Process-specific CSR profiling on problem resolution and call management
• Regular quality and HR calibrations to improve performance
• Continuous process improvements to increase productivity

Empowerment:

• New modern facilities and communications infrastructure
• Customized desktop configurations
• Integrated multi-modal CRM platform suite optimized to serve clients specific business objectives

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.

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:

• Increased revenues via effective cross- and up-selling
• Superior customer satisfaction
• Enhanced customer loyalty
• Improved customer retention
• Additional referral customers
• Greater goodwill with their brand

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 .

Questions to consider when evaluating your current customer loyalty program:

• Are you maximizing customer lifetime value?
• Are the economic results of your company’s current retention programs significant?
• Does the industry business model require customer retention beyond a single subscription period?
• Are you currently unable to define the revenue contribution of your loyalty programs?

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.

Tech-Support Services

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.

By making the complex-simple ACTS service representatives drive greater customer satisfaction and loyalty for our manufacturing and retail clients.

Tech Support Highlights:

• Proven base of high quality, educated, professional staff
• Retail customer management skills, combined with tech knowledge
• Established training regime and monitoring infrastructure
• Subject matter expertise in, computing, mobile systems, networking and communications, storage
• 5 years servicing F1000 branded Tech companies
• Integrated multimodal service platform empowers richer communications and self service via email, web-chat, and knowledge base
• Training, and staff expert CSR seeding assures out-of-gate success

Engaging ACTS’s Application Help Desk is a highly effective IT partnership strategy. Benefits to IT departments include:

• Improved employee productivity and satisfaction
• Improved Helpdesk issue responsiveness, resolution
• Reduced internal management overhead
• More efficient allocation of valuable IT resources
• Better budgeting and cost containment of IT expenses
• More strategic contribution of IT to business

• Reduced resource redundancy and labor costs
• Reduced operating costs (infrastructure and maintenance)
• Improved service coverage (24x7)
• Enhanced support across service lines and levels

ACTS’s back-office-processing team consists of professionals with extensive experience in the following diverse range of back office processes:

Data Processing

back-office-processing team consists of professionals with extensive experience in the following diverse range of back office processes:

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.

Data Processing Solution Benefits:

• Increased focus on core business
• Reduced infrastructure and HR costs
• Faster data turnaround
• Highest quality of processed data
• Dedicated 24x7 customer support
• Multi-modal communications support

Data Processing Capabilities:

• Data & Order Entry
• Data Digitization
• Data Conversion
• E-Cataloging
• Forms Processing
• Claims Processing
• Rebate Processing

Software Services - vLabs

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.

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.

Examples of software services we have developed and can provide include:

CRM solutions and provisioning
Database and directory assistance management services
Business Intelligence solutions
QA solutions
VOIP telephony solutions
HR and training solutions
Helpdesk solutions
Network applications services management and maintenance
Proprietary software development across Microsoft Windows, Java and Open Source platforms and technologies

Billing Support

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.

Billing Support Solution Benefits:

• Increased customer satisfaction
• Improved customer retention and loyalty
• Enhanced scope and span of customer service (available 24x7)
• Greater focus on our clients' core business
• Better support across service lines and levels
• Faster turnaround

The ACTS suite of billing support services includes:

• Credit card services
• Account subscription support
• Membership support
• Rebate tracking
• Customer correspondence
• Data and order entry
• Data management services
• Change requests
• E-mail/Web/Fax/Scan/disk