Chicago Ill. – Answer Center America (ACA) is pleased to welcome summer intern Diamond Dillard from Step Up Women’s Network (SUWN). ACA’s six week internship is designed to offer Dillard a glimpse into marketing, sales, billing, and customer service. ACA is working in partnership with SUWN to help young women explore career options after graduation.
“I [...]
Soft Skills versus Hard Skills in the Call Center
In the call center environment, hard skills are easily enforced, measured and monitored without hesitation. With these skills, there is a clear distinction between right and wrong. For this reason, hard skills are often used as a measurement of an agent’s success. Soft skills, however, prove to [...]
Multi-Channel Enhancement Service Options
Most companies are available by phone; however, to beat the competition, this isn’t always enough. Today’s consumers have much higher expectations than ever before. 24/7 live agents are critical to maintaining a positive customer service experience, but supportive communication channels ensure a more comprehensive and complete solution. Voice, email, click-to-call and Web [...]
Chicago, Ill. – Answer Center America (ACA), a full service call center, is happy to announce that Tara Kern has recently joined the ACA team as Human Resources Manager. In this role Kern will be responsible for developing and maintaining the ACA culture of excellence. This includes recruiting and staffing; performance management and improvement systems; [...]
In the call center and answering service industry, there are two commonly used methods of managing the call process. Depending on your business vertical and complexity of calls, both methods have an advantage. So which method is best for you? We’ll help you identify the advantages of each.
Scripting (ACA Contact Management Solution)
The scripting method is [...]
Chicago, Ill. – Answer Center America (ACA) has hired Troy Berry as manger of customer service and Leslie Walker as manager of call center operations. ACA, a leading inbound and outbound call center, continues to expand their management team due to company growth. Both positions were created to assist ACA through this growth process.
Walker holds [...]
The Hispanic market is set to soar. According to Ahorre Marketing, today’s 10 million-plus Hispanic and Spanish speaking households will soar to 13.5 million by 2010, up from less than 6 million in 1990. These stats are proof that your business must have Spanish speaking customer service representatives to make a connection with this growing [...]
This past year, Answer Center America was recognized by Inc. Magazine as one of the fastest growing companies in the United States. We were No. 1,870 out of the top 5,000 fastest growing across the United States. This recognition was a huge success for ACA and we hope to move even higher on the list this [...]
Ever had a terrible customer service experience with a company which ultimately led you to hold a life-long grudge? You had a bad conversation with a customer service representative from your favorite company, you vow never to purchase their product again, and you demand that all of your friends do the same. As your anger [...]
I braved the cold weather early last year to attend the first Chicago Social Media Club event. (David Armano, Senior VP of Digital at Edelman ) was the featured speaker and spoke to the group about personal branding. The room was buzzing with excitement and crowded with people from all walks of life: salespeople, marketers, and of [...]