U.S. Based Agents
We all recognize the problems and frustrations that occur when businesses decide to outsource their customer service responsibilities overseas in order to save money. Simply put, customers don’t like it. In most cases, unless you experience huge call volumes, it may not even be cost effective. Acena is U.S. owned and U.S. based and operated. Our primary call center is located in New York and caters to businesses all across North America.

Modern Compliant Facilities
Acena operates a modern and secure industry-compliant call center with the back-ups and protections that one would expect from an industry leader. The technical equipment rooms at our facilities are controlled by separate climate-control systems and are managed by state of the art monitoring and alarm systems.

Best of Class Infrastructure
It doesn't get too much more important than infrastructure. The capital expense investment a company puts into its business is critical if it is to deliver what it promises. The dynamic capabilities and breadth of services Acena offers simply cannot be provided by a mom-and-pop answering service operating on a month-to-month budget. Over the years we have invested heavily in cutting-edge technologies and best of class procedures. We want to ensure we exceed your expectations each and every time we answer your phone.

Highly Trained Agents
Our agents are our most valuable asset and without them nothing would happen. Continuous employee development is another critical component of our employee retention strategy. Acena makes significant investments in developing our agents. These development opportunities include:

• Program and client-specific training: Agents attend advanced training programs as required to enhance such skills as probing, listening, and use of the contact tracking system. As clients introduce new products, services and promotions, Acena works closely with these clients to develop the necessary training programs and implement them effectively.
• Modular customer service, sales, and technical skills training: For ongoing training, Acena has developed many modular-training sessions that improve agents' customer service, sales, and technical skills.
• General business skills training: Acena provides the training and educational opportunities that employees need to perform their jobs better and to prepare for career growth. Training opportunities include leadership development, industry training, and core skills enhancement.
• Performance Management approach: We partner with clients to strategically implement their objectives. Our management approach is based on achieving successful customer contacts. Our standard for excellence in performance is executed on an individual agent level through developmental action plans. Our highly effective scorecard system allows us to identify needs and provide one-on-one coaching to strengthen our agent performance.

Reporting and Accountability
Acena gives you the online tools to manage your account 24/7 at the click of a mouse.