Our staff is spread across the United States, covering all time zones, protecting from regional interruptions. Your calls will never be sent offshore.
Your customers deserve the highest quality, experienced, educated, and happiest team of agents possible. Our flexible work-from-home model attracts the best of the best with low turnover.
ACD has developed a robust scheduling system that features short (30-minute) shifts which allow for fast ramping- up or down. This saves you money in important ways.
We use proprietary routing and scheduling tools. Agents are certified for your inbound calls and interactions. We record and analyze 100% of your calls to maintain the highest quality.
Agile Staffing Model
Nationwide remote staff that instantly scales up or down to meet demand. In a time where hiring quality people is such a challenge, we excel because we have the systems and staffing model that fits well in the gig economy.
Capturing all the value of your direct response advertising investment requires powerful tools and skilled, flexible agents.
Scaling your infrastructure up or down may not be the most cost-effective plan or best experience for your employees and customers. ACD is structured to supplement your team seamlessly.
Long hold times are damaging to your brand and cost you money. Let our certified team take your overflow any time contact/call volumes are too high.
Dedicated Customer Service Reps
By leveraging our team of dedicated agents, we can act as an extension of your staff – providing business continuity, freeing up your resources, and saving you money.
We can staff your customer support team 24/7 with highly skilled and certified agents that field calls, process tickets, answer emails, etc., to address your customers’ needs.
TECH HELP DESK
Our tech support help desk can resolve your customers’ troubleshooting concerns via direct integration with your ticketing or CRM system.
Our applicant support team is trained to process applications directly to your database. We have extensive experience with program application assistance, crisis intervention calls, etc.
We have found the best service sometimes requires a tiered approach- a front line of highly scalable, agile staffing, followed by a second group of agents that are more skilled at problem-solving or deeper dive. This model serves your customer best while saving you money.
Customer Experience Management
Acquisition is expensive and often takes years to pay off. Long-term relationships require long-term thinking, along with the people and processes to match your product and brand.
POINT OF CONVERSION
When ACD handles the front end of a customer relationship, we capture valuable data that enables a better ROI.
When things are done right, and in sequence, renewal is simply a matter of opportunity and invite.
Conversion is the first step in a long and valuable relationship. People want to engage with good causes and good products. ACD will help craft a plan and process to ensure customer engagement with your brand.