XACT Telcom: A Full-Service Call Center Solution

XACT customer support and business phone answering services have been serving business clients for over 35 years. It offers a complete range of customer support services, including business telephone support, chat, email services, and help desk support options. It processes over four million minutes of support per year and helps manage nearly two million contacts. The Xact call center solution is a great option for any business small or large.

If you are looking to expand your customer experience team utilizing customer service outsourcing, XACT will work with you to build a customized solution alongside a suitable agent training program. It works with companies of all sizes and even offers part-time or hybrid customer support solutions.

What Sizes and Kinds of Business Does XACT Serve Best?

XACT supports small and large operations. It supports small companies with full-time or part-time agents or by using a blended hybrid support option. A hybrid example would be your team managing support during business hours, while an XACT team manages support outside business hours. XACT scales to handle all the customer support needs of a large company needing a large contract center solution to address its entire helpdesk needs.

Its services are best for those looking to expand their customer support operations. XACT works alongside its clients to create the best training programs so agents can support the company’s needs. Training is continuous, meaning changes are made as needs grow or change.

XACT serves English and Spanish-speaking customers 24/7/365. If your customers require other language options, it works with a third-party translation service to support over 100 languages. XACT charges a flat hourly rate per agent plus a per-minute fee.

What are customer support services, hoes does it work?

Customer support services help companies fulfill their customer service needs. These needs may include support tasks such as answering phones, responding to customer support emails, conducting chat support sessions, and dispatch support.

Customer support is conducted by “agents” or support persons trained to your specifications. They answer phones in the company name and are no different from those answering calls in your call center. It is a type of business outsourcing. XACT can supplement your existing telephone customer support team or act entirely as your customer support team without utilizing in-house resources.

You may be wondering where XACT’s agents are located. XACT has offices in Florida and Maine. Agents work from local call centers or remotely within and outside the US. Customer support services are available all hours every day of the year.

Customer support services like XACT offer the following services:

• VoIP telephone answering services
• Help desk services
• Chat and web support
• Email and SMS support
• Dispatch support
• Agent training
• Dedicated account manager

What Customer Support Services Does XACT Offer?

XACT offers basic customer support options such as telephone, email, SMS, and chat support. It can also help with outbound efforts, surveys, and marketing campaign support.

XACT telephone customer support services:

• VoIP telephone answering services (Direct Inward Dialing DID, tool-free, international DID)
• Inbound and outbound email
• Short message services SMS
• Chat support services
• Inbound and outbound fax support
• Work item services (CRM, non-live, other), dispatch support
• Outbound survey and response management
• Phone, SMS and email campaign support
• Social media response support (Facebook and Twitter)

XACT Telecommunications Services Features

XACT offers basic customer support options such as telephone, email, SMS, and chat support. It can also help with outbound efforts, surveys, and marketing campaign support.

XACT offers customized customer support solutions. Solutions based on your call volume, budget, support hours, and services needed. You could start with simple telephone or chat support and add other services as your customers demand them. If your marketing team needs outreach support, XACT provides that service as well.

XACT services and features:

VoIP telephone answering services 

XACT provides 24/7/365 telephone support for its clients. It utilizes modern VoIP business phone systems to provide local, toll-free, and international phone support. Agents manage routine customer support calls and triage incoming calls that may need to be routed or transferred to other resources. XACT uses scheduling technologies to identify call volume and how best to schedule agents.

Inbound and outbound email

You can contract with XACT to have their agents manage inbound email queries and outbound email efforts. Support experts can help you create the knowledge resources required for the agents to help your customers. It can also manage when issues require escalation.

Short message services SMS

If your customers prefer SMS interactions, XACT can manage those communications. It can also help you with automated features such as schedule reminders. This business SMS service supports ten-digit and short code numbers.

Chat support services

Increasingly, customers expect services to provide chat support during extended hours. XACT chat agents provide support using a branded chat interface. Chat support benefits many businesses as it allows agents to support more than one client simultaneously.

Inbound and outbound fax support

While fax communications are declining, XACT still offers digital fax services to clients that require it. Communications are HIPPA compliant for medical businesses that need it.

Work item services dispatch support

XACT agents can dispatch escalated or non-routine customer support requests using its software or a solution of your choice.

Outbound survey and response management

It can support customer experience teams with outreach and marketing efforts utilizing outbound surveys. XACT also processes and organizes responses.

Phone, SMS, and email campaign support

It can provide VoIP telephone, SMS and email, and campaign support to support marketing or PR campaigns.

Social media response support (Facebook and Twitter)

XACT agents can be contracted to manage your business’s social media responses utilizing Facebook and Twitter platforms.

Top Strengths of the XACT Telecommunications Support Services

Two strengths stand out. XACT helps customers improve customer support and processes. XACT customer support leaders have years of experience in many industries and use this expertise to help companies improve customer support and productivity.

Many clients report that XACT helped them improve processes to exceed customer support goals. Once the initial training is completed, processes are continually monitored and improved.

XACT clients report the following experiences,

• Reduced hold times
• Higher customer service productivity
• Increased retention rates
• Improved customer service rating
• Increased sales
• Responded quickly to feedback
• Increased availably of internal resources

Why is XACT a Leader in Business Telecom Services? 

XACT is a leader in the contact center service industry due to its telecommunications technologies and flexible, customized support. This business telecom service partners with clients to continually improve customer interactions and outcomes.

Agent training is only the first step in the process towards improving customer communications. All interactions are monitored and quantified, so XACT team leaders and clients can identify and react to meet customer needs better. Training and the evolution of how agents interact with customers have proven to help businesses meet retention, sales, upsell, and support goals.

XACT services extend beyond simply answering phones. It also manages QA, agent scheduling, and agent HR. In short, it will lead the hiring and training, scheduling and payroll, contact quality control, phone IT, and call dispatch and escalation. Team leaders work with your marketing and customer experience teams to ensure that the brand is represented to your specifications and that interactions are completed to your quality standards.

Migrating to XACT

XACT provides customized onboarding support. It starts with a discovery phase followed by a proposed action plan. XACT and new clients complete these phases together to ensure the ideal implementation and onboarding processes are carried out. Plans are tested before implementation and adjusted during the process. Part of this process is the development of agent training methods.

After implementation and onboarding, automated quality assurance efforts help monitor and maintain quality. Workforce schedules are tweaked, and customer support data is collected and processed. If you have questions, you will have a single point of contact to provide you direct support.

The telephone services integrate with numerous popular business solutions such as: Slack, Office 365, Power BI, Google Apps, Setmore, Zapier, and Webhooks.

To help with support, it works with popular customer support solutions like Salesforce, Zendesk, Kustomer, Freshdesk, and TOPdesk.

If your company requires unique integrations, APIs can be provided to help you connect XACT with the desired business software.

Network Security and Performance Reliability

XACT uses NICE InContact to provide its cloud-based contract center toolkit. Systems are geographically redundant, with data center sites located in four locations. It reported zero downtime in 2019. Data centers are physically secured.

XACT takes reasonable efforts to keep you and your client’s information secure. To keep communication secure, XACT is

• PCI compliant
• HIPPA compliant
• SOC 3 Type 2 secure

Major Cost Savings for Business Telecommunications

When considering ROI, you should evaluate all costs for maintaining an in-house support team when determining if your company would save money using a customer support telecommunications service.

Across the US, the average call center representative earns about $14 an hour. This is only a portion of the total investment required to support a customer support team. Other costs include call center lease costs, VoIP phone services, internet services, help desk, ticketing system, IT services, software licenses, benefits and PTO, insurance, HR support, accounting, payroll costs, and training investments.

XACT starts at $25 per hour per agent, but that fee also covers other related expenses. All other expenses, plus the hassle of hiring, training and managing, which is difficult to put a price on. Businesses may also realize savings by only paying for the services needed rather than paying an agent on standby when call volumes are low.

Many companies, even large operations, have found using an outsourced customer support team to be more affordable than managing that arm of their business in-house. Since they can control QA thresholds and training, they can also control the quality of their customer support.

XACT Cloud VoIP Customer Support Service Pricing

Business customer support services can be added to your support team, act as an outsourced customer support team, or hybrid. Startups with minimal support needs can contract part-time agents and add agent time as needed.

On average, the total cost for set up is around $750, and training takes about five to ten hours, depending on your needs.

XACT provides daily reports to relate production and more, so your billable hours are transparent.

This is how XACT configures how much to invoice,

XACT business phone support services provide all levels of customer support, from a few phones to an entire contact center. All services are fully customizable to suit any customer experience, including outbound support, chat, and social media support. Plus, it costs less than supporting an in-house call center. If you are looking to extend your customer experience team, consider adding XACT to your shortlist of prospects.

For More Information About XACT

To get an introduction into how the platform is used to help companies magnify their online presence, conveniently connect with their customers, and grow their businesses faster.

For additional information about, call (877) XACT- 877, or use the company’s online request for contact.