ACS Receives Prestigious Call Center Industry Advisory Council Pacesetter Award

DALLAS – Affiliated Computer Services, Inc., a premier provider of business process and information technology outsourcing solutions, announced today that it has been awarded the prestigious Call Center Industry Advisory Council’s (CIAC) Pacesetter Award. This recognition designates ACS’ contact and support centers as industry leaders committed to the delivery of superior service and distinguishes ACS as a role model for the global contact and support center industry.

ACS joins an elite group of 8 other global corporations that have received this award. With 60 domestic and international contact and support centers (22 commercial and 38 state government, healthcare, and transportation) and more than 12,000 customer care professionals encompassing 20 languages, ACS supports more than 700,000 call transactions a day.

The CIAC Pacesetter Program establishes role models for contact and support centers worldwide. It distinguishes market-leading organizations that leverage the strategic value of their centers and a high-performance workforce as the key to business success. Organizations that are CIAC Pacesetters consistently demonstrate a commitment to service excellence throughout their business and a culture that inspires and empowers their people to excel.

The receipt of this award is also a result of ACS’ commitment to certify its center management professionals through the CIAC certifying body. Over the next forty weeks, fifty center managers will receive extensive training to attain certification. The training consists of four areas of study: people management, operations management, customer relationship management, and business and leadership management. After successful completion of the training, the individuals will sit for, and successfully pass an exam. They will then perform a work product practical assessment in a particular area and receive a 360-degree review from peers, management, and subordinates. The results will go to CIAC to determine if the individual will receive CIAC certification. This certification process will be repeated once every three years to ensure the individuals have a current working knowledge of center operations.

“The ACS commitment to quality, superior service, and exceptional customer satisfaction is demonstrated in our willingness to invest in the professional development and continuous improvement of our center professionals,” said John Crysler, Managing Director of ACS Government Healthcare Solutions.

CIAC Certification is the only industry-sanctioned certification provided and governed by an industry-based, non-partisan organization. CIAC Certification is based on the belief that the key to the center’s success is its people and their ability to perform at a high level of competence in their job role.