Culture Drives Our Success

We serve your customers from friendly cities close to home, where excellent service is simply a way of life. ACI has contact centers in both Jamaica and Pakistan and since 2020, our Canadian team continues to grow our work-from-home presence spanning coast to coast.
Our highly skilled team members, deliver industry-high standards in customer service with 100 percent budget adherence, and we maintain Net Promoter Score (NPS) greater than 45+ points across the board.

The long-standing relationships we have with decision-makers on the ground at these locations have made it possible to build, scale and onboard successfully in record-time in each market.

With no more than five hours travel time between our Canadian team and Jamaica contact center, our Senior Leadership Team and major stakeholders attend town halls, celebrations, kick-off and other important employee touch points

This constant team engagement guarantees continuous knowledge transfer and endorsement of corporate values, while also ensuring quality of service and operations are consistently maintained across the company.

The culture of the regions we operate in, is one of the main reasons we have been able to successfully extend our reputation for excellence in customer service from Atlantic Canada to the Caribbean

Melissa Gilbertson,

SVP, Client Success

Advantage Communications

Our Canadian Solution

Our first contact center opened in Eastern Canada in 1996. The True North hospitality that Canada is known for expands across the country, as does our workforce with a wide range of skills, from help desk, customer service, technical support and financial services.

  • A resource of subject-matter experts and tenured team members, 15 percent of staff have more than 10 years’ experience.
  • English, French, and Spanish language services.
  • The number of Prince Edward Islanders with a mother tongue that is not English or French is up almost 60 per cent since the 2011 census, a rate of growth close to four times the national rate, adding linguistic and cultural diversity to the region.
  • Relationship-driven teams ensure positive client experiences with the average client partnership lasting longer than seven years.
  • Scalable workforce able to adapt as your business grows and changes.

Our Jamaica Contact Center

Our Portmore location brings together team members with extensive contact center experience. Our contact center workforce is highly educated, English speaking, friendly and outgoing. 

As we expand in the Caribbean and Central America, we are committed to continuing our reputation for creating meaningful jobs and to becoming a best-in-class employer in the region.

  • Modern, state-of-the-art, scalable call-center facility.
  • Neutral, native English accent.
  • Highly educated and experienced workforce.
  • Strong negotiation and problem-solving skills which translates into higher debt collection rates, lower error/rework rates, and first-contact resolution.
  • Capacity and resources available for immediate engagement.

Our Pakistan Contact Center

Located in the picturesque Potohar Plateau of Islamabad, our Pakistan facility is designed to offer cutting-edge digital solutions.

Opened in 2021, our facility brings seasoned leadership with extensive experience managing diverse industries such as eCommerce, technology, and contact centers.

  • Efficient handling of back-office tasks ensures that you can focus on core business activities without worrying about administrative burdens.
  • High-quality, accurate data processing, enabling you to make data-driven decisions confidently.
  • Robust Security Measures – Our facility is equipped with multi-layered security, including CCTV, biometric and badge swipe entry, on-site guards, and PCI DSS certification, ensuring a secure environment that protects client data and exceeds industry standards.
  • Highly skilled workforce and management team.
  • With custom disaster recovery plans, triple-redundant networks, UPS, and backup generators, our facility is built to provide reliable service continuity, ensuring zero downtime.

Contact Center AI – How to Deliver Superior Customer Service

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