Services

Live-Specialist Interactions

Our specially-trained agents focus on your customer. We have over 17,000 agents worldwide whose sole goal is the high-quality experience your customers expect. ACS focuses on improving—through technology and training—our agent's ability to navigate screens and optimize each and every customer encounter. Through first-call resolution, sales conversion rates, and up-selling techniques, our customer care agents are the best in the business.

Sales

Every day, we help our clients acquire new customers. Whether it's taking inbound calls for a credit card customer acquisition campaign, managing a new wireless subscriber email blast, supporting new consumer product launches, or up-selling and cross-selling, ACS can help you define and meet acquisition goals for business-to-business and business-to-consumer campaigns.

Customer Service

In a competitive, overcrowded market, exceptional customer care is a key differentiator. It can also be expensive when it is managed internally as a peripheral business function. At ACS, we understand how to keep customers satisfied, how to reduce churn, how to increase lifetime value, and how to do it better–for less. Every day, with every contact, we focus on creating a positive customer experience, including:

• Technical support
• Product and service upgrades, changes, or warranties
• Billing questions
• Sales
• First contact problem resolution
• Up-sells and cross-sells
• E-mail response support

Technical Support

Our reps have extensive experience in supporting hardware, software, and telecommunications technologies. From troubleshooting and assisting customers in resolving cellular phone device or programming miscues, to aiding the purchaser of a new PC, printer, or other peripheral, our reps have what it takes. Our unique, customizable knowledge base, Ask the Bridge, enables reps to quickly and easily access a variety of internally developed and researched resources. Coupled with seamless integration of client systems, ACS can offer superior technical support and service to your customers. Do you need 50 MCSEs with A+ certification to provide level one and two technical support? How about 500? At ACS, we can do it. Our offshore operations enable us to marshal large numbers of Microsoft-certified reps, ensuring rep profiles tailored to your specific support requirements. Our highly experienced rep team can provide technical expertise for a full array of services.

Multilingual Services

ACS delivers contact center solutions tailored to the unique needs of customers speaking languages other than English, including Cantonese, Dutch, French, German, Greek, Hindi, Italian, Japanese, Mandarin, Russian, Spanish, and dozens more!

Automated Solutions and IVR

ACS offers automated e-mail response, Interactive Voice Response (IVR) and fax-on-demand as cost-efficient alternatives to handling your customer requests without the assistance of a Customer Interaction Specialist (CIS).

Interactive Voice Response (IVR)
Our IVR unit allows your customers to access data by speaking or pressing the appropriate digits on their push button telephone. Expandable to thousands of ports, this automated option allows ACS to handle thousands of simultaneous transactions. Complete integration of our Automatic Call Distribution (ACD) system allows seamless information transfer to a Customer Interaction Specialist with the appropriate skills.

e-Fax-on-Demand
For customers who need instructions, receipts, or any other documentation, we offer e-fax-on-demand. Customers are routed through the appropriate menu and input their 10-digit facsimile number for an immediate transaction. This can be a valuable self-help alternative or backup to documents available on web sites.

Automated e-Mail Response
Our e-mail management software can automatically respond to customer e-mails without a service representative intervention. Utilizing “fuzzy” logic, the system will locate predetermined keywords and send an automated response that will usually address your customer's concern.

Consulting

In addition to a variety of customer care services, ACS also offers a consulting service for your current contact center operations, or your expansion plans. ACS will apply the depth and breadth of our contact center expertise to assist you in reaching your business goals, facilitate change, and readily adapt to your customer's needs.

Security and Privacy Issues

With today's security and privacy risks comes great responsibility to those you entrust with your data. The financial industry has the most stringent of all security requirements, so ACS employs best practices to ensure all information is secure. Furthermore, we comply with all government regulations, including Sarbanes-Oxley, Do Not Call, and HIPAA.