Direct Response Contact Center
Whether a nonprofit or retail business, driving consumers to action is the goal for any direct response marketing campaign. No matter the call to action, ACD is available 24/7/265 with multi-channel solutions that bring measurable results quickly and effectively. Through call, click, text or chat, our skilled team of more than 1,000 agents will ensure that every contact is answered live. With over 16 years of experience, ACD has perfected an effective business model that enables us to be as flexible as your schedule and adaptable to your volume demands to fulfill your goals. In addition to scalability, we provide customizable solutions that can meet the specifications of your campaign or easily integrate with your online order form. ACD can assist you in your TV, radio, print, media ads or a combination campaigns by providing live individuals that will drive conversions and improve your profitability. We bring reliable and customizable scripting, data transmission, and routing technology, and have secured and transferred over $321 million dollars (and counting) in revenue for our clients.
Whether a donor, client or purchaser, ACD delivers a personalized and professional customer service experience that positively impacts satisfaction, retention and revenue, ensuring our clients have complete confidence in outsourcing. With access to over 1,000 agents nationwide, we retain only the best agents who demonstrate proficiency and courtesy with each point of contact, whether call, text or chat. Our goal is to answer 100% of calls within 30 seconds or less. Our commitment to superior service is exhibited through our responsiveness to our clients and their end-users and our continual review process conducted through call analysis, surveys, and first-hand client and end-user feedback.
ACD has created a suite of proprietary solutions so that we can continually respond with speed and scale to the quickly changing technical landscape. ACD’s core technologies are developed and supported in-house by our IT specialists. Because our goal is to provide the best experience possible, our tailored technical support team can be available 24/7 to troubleshoot or solve any technical support issue. ACD’s Helpdesk Support services are specially catered for clients who need contact-based services that require highly skilled agents trained at troubleshooting difficult situations with customers. Our experienced technical agents offer the specialized support your customers need at the point of contact they prefer, including email, phone, text and chat. Our certification process ensures our agents are trained precisely to your skill expectations. Our knowledgebase ensures our agents have all the necessary information at their fingertips to resolve inquiries quickly and easily.
Gathering feedback on existing products/services, events, experiences and campaigns provides valuable insight to drive future decisions resulting in true customer satisfaction. By reaching out to customers through different methods of communication such as web, email and text, ACD can be your virtual focus-group that leverages a variety of the capabilities to engage customers. ACD’s survey tools allow your company to glean insights about the customer experience and center your business’s mission and operational goals around the lead-to-sales journey.
ACD ensures all calls are handled as a seamless extension of your team with minimum wait times and maximum customer service. With over 16 years of experience, scalable services, specially certified and trained agents, a knowledgebase of resources and innovative technology, ACD provides a wide range of inbound solutions that includes reservations, sustainer recapture, ticket sales, auction bidding and more. There are easy add-ons available at any time, such as web, chat and text services.
Scheduling appointments and interviews usually includes a variety of phone calls and points of contact. Developing and executing a customized communication strategy is paramount to ensure individuals know when and where to go, and are reminded appropriately so they show. Leveraging email, calls and texts, ACD can help quickly fill the schedule and minimize no-shows. We offer personalized follow-up to each applicant or customer on a customized timeline and through the communication channel that is most convenient. This appointment setting service means ACD gets them to your door so you can focus on them once they arrive.
Outbound Call Services
ACD’s outbound service ensures it’s easy to reach existing customers or leads that have asked you to contact them for such things as late invoices, payment information updates, feedback surveys, appointment reminders and more. ACD’s personal connection technology, coupled with our propriety scripting service, makes conducting outbound calling easy for the agent, unobtrusive to the customer and simple to manage.
Available as an add-on or a standalone service, web chat delivers a personal experience for customers through an interface that is simple to add to any webpage. Offering live chat allows your website visitors to engage with experienced agents, not bots, whenever they are ready. Web Chat maximizes your website’s effectiveness, engages at the point of purchase or donation for higher conversions, is more cost-effective than phone calls, and allows customers to send messages and exit/rejoin without deleting the conversation.
This digital communication tool allows your customers to click a button and receive an immediate phone response via text or call. In conjunction with web chat, this tool allows visitors on your website to connect through text or call with a live person on their phone. Benefits of Click-to-Dial include no dialing or remembering numbers, increased convenience for the business and customer, easy tracking and recording of calls automatically, increased conversion rates and web and phone-based sales.
Tiered Support Services
In order to handle incoming support issues in the most effective and efficient way possible, ACD offers Tiered Support Services. This contact-handling methodology is tailored to your organization and can include agents with direct access to your software, agents sending and responding to email, and warm transfers directly back to you. The tiered approach ensures each inquiry is matched to the specific agent who has the skills and expertise to effectively and efficiently resolve the issue, resulting in optimized resolution times, happier customers and donors, and a lower overall cost per inquiry.
In the mobile era, phone calls get dismissed, emails go unopened, and direct mail gets recycled. Cut through the clutter using the medium that people pay attention to and respond to - text messaging (SMS). Leverage ACD's agents and Textel’s platform to build engagement with your current and potential customers. Integrating text messaging is cost-effective. ACD can help identify your mobile numbers and capture mobile numbers and permissions. These personal exchanges with real people in real-time offer immediate two-way communication through the form most-preferred by Americans. Consider SMS for important announcements, specific calls to action, event promotion, sales offers or giving campaigns.
Cloud Telephony Platform
Implementing ACD’s Cloud Telephony Platform brings more efficiency and productivity in office phone system technology. Old-school call routing and voicemail that forces your employees to use a desk phone are a thing of the past. ACD’s Telephony Platform include features, such as call-forwarding (redirecting calls to another phone number), voicemail (customers can leave a voice message), music-on-hold (customers will not receive a busy tone, but will enter a queue with music in the background), IVR (change call flows, scripts and menus quickly), record phone calls (record incoming or outgoing calls), and call transfer (a call answered can be transferred internally or externally).
Mobile and web giving should be easy, affordable, and allow you to process payments through your CRM or primary processor. ACD's Pledge Cart solution is simple to set up, cost-effective, and gives you complete control over all funds acquired through the platform – instantly. In addition, it integrates seamlessly with our inbound services, especially when it comes to thank-you gift offers. Benefits include no middleman processor, direct transmission of all cards/data through export or API connection, full form and field customization, personalized URLs with pre-populated donor information, and consistent upgrades and feature enhancements.
This web-based engine allows you to select, organize, modify and export thank you gift fulfillment data quickly and easily. Preparing for pledge drives should be hassle-free. Premium Organization Database System (PODS) does your premium coordination work for you, so you can focus on revenue, instead of researching SKUs. For a two-week pledge drive, PODS will save you 14 hours of prep time, making it easy to find shows, add gift codes, find images and descriptions, export premium lists and add local shows.
Our pioneering Mobile Canvasser application allows our clients to receive specific data points in a completely PCI-compliant environment and through on-demand downloads that are customized specifically to your organization’s database needs. By means of an easy monthly data transmission, organizations are able to customize door-to-door outreach for active and lapsed donors that are already in their databases.