best practices

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ACS Helps a Louisiana Agency Weather the Storm | Article

ACS collects child support payments for the state, which increased scope and added customer care. Soon after that transition, Hurricane Katrina hit. ACS went into overdrive to get child support payments to parents, many of whom had fled the state.

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An Offshore Pioneer Shares Its Recipe for Long-Term Success | Article

This was one of the first North American offshoring relationships. Nortel outsourced to India in 1991 because it couldn’t find enough employees with the specialized knowledge it needed. At same time, Wipro wanted to expand beyond India. The timing was right for both partners to attempt something new. What’s remarkable: both partners are still happy after 16 years!

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Achieving the Impossible in 30 Days | Article

Hughes, America’s 15th largest ISP, outsourced a call center for inbound direct marketing. Today, half the company’s direct sales come from this outsourced relationship. Sales doubled while costs fell 30 percent. ACS turns 14 percent of these calls into sales, up from three percent. Increasing the conversion rate allows Hughes to do more marketing with the same dollars.