Advanced Call Center Technologies

Advanced Call Center Technologies, better known as ACT, is a leader in the customer contact industry. Offering solutions for sales, customer service, back office management, and fraud and dispute management, ACT can effectively handle all of a client’s customer contact needs.

As a leader in the industry, ACT also offers great career opportunities in a wide range of positions. Before we take a look at some of the top Advanced Call Center Technologies jobs, let’s discuss some of the services the company offers.

Advanced Call Center Technologies Services

Advanced Call Center Technologies

ACT strives to offer complete customer contact solutions. Their services include:

  • Sales support
  • Customer service
  • Relationship management
  • Cross-selling and upselling
  • Fraud investigation
  • Verification services
  • Process automation
  • Account services
  • B2B service
  • Dispute resolution
  • Document management
  • IVR systems
  • Multi-channel customer service

With so many different services provided, ACT is able to offer a wide variety of positions. Whether you enjoy customer service, prefer the competitive sales environment, or have a desire to help customers resolve fraud disputes, ACT has a position for you.

But to succeed here, you must have three things:

  • A passion for customer service
  • Self-motivation
  • Excellent work ethic

ACT works with high-profile clients, and employees are expected to behave in a professional manner. An excellent work ethic is a must as the company must strive to meet client demands.

Specialized agent training is available for some positions. Fraud and collection agents go through extensive certifications to ensure that they understand how to listen to customers and find efficient solutions. Sales agents also undergo certifications to understand how to close the deal and handle difficult conversations.

ACT agents become well versed in each client’s program to ensure that customers receive the best service possible. Agents can answer questions or offer solutions if they don’t understand the client’s business or program.

Work is never in short supply at ACT. The company is available 24 hours a day, 7 days a week. They currently have eight domestic facilities and one near-shore operation center. ACT offers their services in eight different languages, so opportunities are available to bi- and multi-lingual employees. These languages include:

  • English
  • Mandarin
  • Spanish
  • Vietnamese
  • Punjabi
  • Cantonese
  • Tagolog
  • Armenian

ACT works with companies all over the globe, and agents who can speak multiple languages will be a major asset to the company at both the agent and director levels.

Sales Representative

call center careers

ACT sales representatives combine two important things to improve sales: right-selling customers and excellent customer service. The company looks for experienced sales representatives to help drive growth for clients.

At ACT, Existing Customer and Inbound sales teams use their skills to close the deal and improve revenue. The company employs an extensive sales certification process to ensure that all agents have the right skills to create an immediate impact.

Sales representatives will be expected to upsell and offer companion products to customers at times. As an agent, you will need to have the skill and expertise to handle complex sales programs to ensure that all customers receive the appropriate product or service.

Average Salary: $9.72/hour

Customer Service Agent

At ACT, the primary duties and responsibilities of customer service agents is to receive inbound phone calls from customers and offer assistance with payments, billing inquiries, fraud alerts, product sales, credits, collections and more.

While ACT offers numerous call center hiring opportunities, positions for customer service agents are in abundance.

A call center agent is expected to be an excellent problem solver, motivated and self-driven. Your goal as an agent is to provide the customer with the information he or she needs, and answer any questions customers may have about the client’s product or service.

call center jobs

ACT uses more than just the telephone to service customers – they use multiple channels, including IVR (Interactive Voice Response) systems that engage customers with email, voice or web chat.

Customer service agents must be able to handle:

  • Welcome calling. ACT educates customers on the benefits and features of client products and services.
  • Difficult customers and conversations. At times, difficult conversations will occur regarding account closure or customer dissatisfaction. As an agent, you will go through certifications to ensure that you understand how to listen to customers and build a lasting relationship with them.
  • Customer feedback. Agents may also be tasked with performing customer surveys to collect information about products or customer service.

ACT has a few requirements for customer service agents. These include:

  • High school diploma or equivalent
  • Pass a criminal background check
  • Basic computer and data entry skills
  • Clear verbal communication skills

Average Salary: $8.93/hour

Collections Representative

From time to time, issues will arise with customers not making payments on time. The job of an ACT collections representative is to work with a customer to arrange for payments on consumer loans.

Collections representatives will be expected to research, identify and resolve issues with consumer loan accounts. In addition, representatives will manage emotional or difficult customer situations, and respond promptly to concerns. However, the primary goal with each phone call is to collect on past due accounts.

All representatives will be required to maintain confidentiality, and remain calm even in stressful or emotional situations.

ACT has a few requirements for collections representatives. These include:

  • Ability to type 20WPM with a minimum of 85% accuracy.
  • High school diploma, GED or equivalent.
  • Loan knowledge preferred.
  • Familiar with the Windows operating system.
  • Pass a criminal background check.

Average Salary: $8.73/hour

Fraud Agents

ACT fraud agents are specially trained in various techniques to efficiently resolve fraud issues and defuse escalating cases. The goal is to not only retain the customer, but to use the situation as a way to reinforce the customer’s trust and improve the client/customer relationship.

Agents may also be tasked with handling card service cases, such as a lost or stolen card.

ACT’s fraud agents will be expected to behave in a calm manner when dealing with customers, even in emotionally-charged situations. The job of the agent is to resolve the matter as quickly and efficiently as possible.

ACT has a few requirements for fraud agents. These include:

  • High school diploma or equivalent
  • Pass a criminal background check
  • Basic computer and data entry skills
  • Clear verbal communications skills

Average Salary: $8.73/hour

Other ACT Careers

Advanced Call Centers Technologies also offers other career opportunities in higher positions. The company offers excellent room for growth as 90% of vacant positions are fulfilled by employees within the company.

Other careers include:

  • Debit Card Supervisor
  • Payroll Associate
  • Call Center Project Lead
  • Quality Agent
  • Supervisor

While salary data is not available for all of these positions, we do know that:

  • Supervisors make, on average, $34,740 per year
  • Directors make, on average, $102, 957 per year

Currently, ACT does not allow any of their employees to work from home, but that may change in the future.

What Employees Say About ACT

advanced call center technologies reviews

Overall, employees are happy to work at ACT. While the company doesn’t please every employee, the majority agree that ACT is a great place to work for.

Many employees note that their co-workers, management and customers are pleasant and great to work with. Others note their satisfaction in being guaranteed 40 hours a week and the fact that ACT will work around your personal schedule.

ACT is an excellent place to launch your career in customer service. Whether you want to begin as a customer service agent or earn commission in the sales department, ACT has a position that’s right for you.