Company: ACT - Advanced Call Center Technologies
Company Description: ACT is a 100% employee-owned, 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.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Contact Center or Customer Service Outsourcing Provider of the Year
 Nomination Title: ACT
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated organization, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 168 words used.
ACT is a U.S.-based business process outsourcing provider and global leader in customer care. Our success is built on a winning formula that integrates Employee Experience (EX), Customer Experience (CX), User Experience (UX), Digital Experience (DX), and Multi-experience (MX) to deliver an outstanding Total Experience (TX).
As a 100% employee-owned company, we place Employee Experience at the heart of our business strategy. Engaged employees drive the best customer outcomes, and as shareholders, our employee owners are personally invested in delivering exceptional value to our partners. Their motivations are uniquely aligned to our partners’ success.
With over 27 years of experience, we help our partners drive growth and brand loyalty by providing exceptional experiences across every touchpoint and channel of the customer journey. We proudly serve many of the world’s top companies spanning a wide range of verticals, including numerous Fortune 500 and Fortune 50 partners. Our broad range of leading-edge technologies and custom solutions are tailored to our partners’ needs, ensuring every unique customer connection counts.
- Outline the organization's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 233 words used.
Since July 1, 2022, we have demonstrated exceptional performance and innovation in the BPO industry, solidifying our position as a leading outsourcing and customer care provider. Our key achievements include:
- Employee Ownership Program: As the 21st largest ESOP in the U.S., this program has significantly enhanced our company culture, resulting in a 31% reduction in attrition, a notable achievement in an industry known for high turnover.
- Double-Digit Growth: Achieved annually, culminating in our best sales year in company history in 2024.
- Client Portfolio Expansion: We have expanded our client base to include the top 2 global fintech companies, the largest online travel booking platform, a leading U.S. tax preparation service provider, a global food delivery service, and several other iconic brands.
- Strategic Operations Expansion: We opened five new sites in the U.S. and two in South Africa, enhancing our domestic and international presence.
- Industry Recognition: We have been recognized by Forbes, Newsweek, Most Loved Workplaces, CUSTOMER Magazine, and CIO Review as an outstanding employer and thought leader, highlighting our excellence in strategic partnerships, innovation, and customer satisfaction.
- Prestigious Awards: We received accolades from Forbes, Most Loved Workplace® (Best Practices Institute), and CIO Review as one of the 10 Most Promising Contact Center Services Companies in 2024.
These accomplishments underscore our status as a premier outsourcing provider, driven by our commitment to a supportive work environment, growth, and exceptional client service.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 113 words used.
Our 100% organic growth over 27 years, achieved without acquisitions, underscores our commitment to performance and long-term partner success. This sustained growth is rare in an industry where many rely on acquisitions as the primary method of growth. It highlights the strength of our business model and the dedication of our employee-owners. With an average partnership tenure of 10 years and a 98.4% scorecard performance in 2024, our approach is a testament to our deep, lasting relationships with partners, built on trust and collaboration, driving mutual success.
Our track record of success and innovation sets us apart, making our achievements not only unique but also a benchmark for excellence in the industry.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 158 words used.
The following provide concrete evidence of our achievements and initiatives:
- ACT Fortune 50 Retail Case Study: This case study highlights how ACT enabled a large enterprise retail client to deliver successful total experience and increase sales.
- ACT FinTech Case Study: This case study details how ACT helped a global fintech company exceed sales goals by 112%.
- 2024 CX Trends Report: Together with Execs In The Know, ACT published a report providing invaluable insights into the current state of CX and highlights key trends that are reshaping how companies interact with consumers.
- 2022 CX Leaders Trends and Insights: ACT and Execs In The Know published survey results from CX leaders, highlighting a 2023 trend – unlocking measurable value from technology investments by enhancing multichannel enablement, employee experience, and the Total Experience for customers.
- ACT TX for Payors Executive Report: This report highlights the importance of optimizing Total Experience (TX) in healthcare insurance to improve CAHPS scores and STAR ratings.
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