ACT adds 600 employees in 2009

In a year of more than 1,300 employe lay-offs in Washington County, Advance Call Center Technologies (ACT) is hiring hundreds of employees to meet it’s growing customer demand. ACT has two locations in Washington County, and 1,100 employees who provide customer management, back office and receivables management services for Fortune 500 companies in financial and telecommunications businesses.

“While other industries were experiencing lay-offs we have grown in 2009. Because of the economic downturn the demand for our services has increased. Our representatives provide customer services for clients regarding debit cards, restructuring credit card debt, banking services, mortgage services including refinancing and services for customers of cable, high-speed Internet, and local and long distance land lines,” said ACT Director of Human Services in Washington County Kevin Chalupka.

“In 2009 we have picked up business we did not previously have. For example, since many mortgage companies have gone out of business across the country, clients have turned to us to handle refinancing. ACT is #1 with most of our clients, because of our national reputation for excellence and quick turnaround to satisfy client needs. If a client wants 40 people trained and on a project next week…we’ll get it done!” said Chalupka.

“Last year our business grew by 30% and it is projected to grow by 30% this year, the need for expansion was crucial.”

In early 2009 P..C. Snapp (Executive Director of the Washington County/Johnson City/Jonesborough Economic Development Board) called to offer ACT the opportunity to expand its business into the former Wyndam call center building on Fairview. Wyndam was selling vacations and closed in 2008. ACT corporate was already looking for sites for expansion due to customer demand. So Washington County was competing with other ACT sites for a second location and 600 additional jobs. (ACT has 6 sites and 3,000 employees across the country.)

According to Chalupka Washington County won the expansion because:

• The labor market here is large enough to fill the need;
• It is possible to leverage leadership talent among employees here;
• The space was a former call center, so it could be retrofitted at a reasonable capital expense;
• ACT had already done its due diligence on this region and experience told them Washington County was a good place to do business.

“This business is very labor intensive, so the quality of employees is very important. We design operations around the work force,” said Chalupka. “We do extensive screening to find qualified candidates. We’re looking for applicants who can provide basic customer service, some computer skills, ability to learn, a good work ethic and the desire to be successful.”

“ACT offers comprehensive benefits and a commitment to long term opportunities. It is a rapidly growing, fast-paced, innovative team who like to work hard and have fun. We reward and recognize team members whose commitment to excellence and focus on customer service fuels performance. We offer paid training, career growth, competitive pay well above minimum wage, performance-based bonuses and a benefit package that includes medical, dental, and vision coverage in addition to paid-time off and a retirement savings plan,” said Chalupka.