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Discover the advantages of our methodological approach

Acca 19 works side by side with your company so your investment becomes a value for your customers.
We support large, medium, and small businesses in promoting their operations by freeing internal teams from scalable routine processes, so they can stay focused on their core business without distractions. Our virtuous approach helps increase earnings with a targeted investment.

Flexibility. Scalability. Profit.

  • Discover the benefits of the Acca 19 method

What you can do thanks to the Acca 19 Method

Optimize your
E-commerce

Worried about managing Black Friday with your e-commerce site or launching your new online product? Frustrated by so many abandoned carts? Our Contact Center handles all your customer communications needs, from information requests to order support. From payment queries to shipment tracking.

Increase the availability of your toll-free number

Are your staff only able to guarantee standard office hours? Do requests to your customer service team overlap with daily activities, distracting your most valuable resources? Did you know that answering the phone while doing something else makes the customer on the other end feel "unimportant"? We offer professional coverage 24/7, and we handle every request to the fullest!

Supports customers in account management

Many support requests arise from relatively simple and repetitive issues. If not handled properly, they can cause disappointment for current and potential customers. A simple password reset, account activation, or email address confirmation process can be time-consuming for you and frustrating for the customer. We know what to do.

Select the Intervention Perimeter

We offer support for acquiring new customers. We help you ensure efficient information service for your customers. We upload order forms and invoices. We guarantee a presence and responsiveness on social media—including weekends. Whatever your area of ​​improvement, we provide you with trained specialists who speak the major world languages.

Outsource Repetitive Tasks

Once you've decided what you want to keep under your strict control and what you want to entrust to our experienced and trained professionals, we'll take care of the rest. From defining standards to recruiting, from weekly reviews to team development to quality control. We manage the entire process and give you full visibility through reports, calls, and regular meetings.

Scale your business

Once you've identified and implemented the service that's right for you (call management, chat, email, lead qualification, etc.), add agents or modify your dedicated team with just one month's notice. Test new channels like social media, and keep them open only when necessary. Our service is always built starting from a testing phase, where you decide what works best for you.

The Benefits of Outsourcing

Acca 19’s Customer Experience support services are designed with a modern, flexible approach: you only pay for what your company needs.

We build the Contact Center that allows your company to achieve excellent levels of Customer Experience and Customer Service. We offer an omnichannel approach for your outsourced services. We combine inbound processes with telemarketing and teleselling strategies, for truly effective digital transformation and valuable relationships with your customer base.

To hit our goals, we follow a rigorous delivery methodology—a defining trait of how we work that ensures tangible, measurable results. Our approach at Acca 19 guarantees a high professional standard, achieving medium- and long-term objectives, and lasting customer satisfaction.

Expanding business impact with the Acca 19 delivery method

Our system prioritizes efficient use of internal resources and continuous improvement in team management processes. We provide ongoing support for your teams based on engagement, measurement, and training standards defined by the world’s leading Customer Experience optimization experts (for example, COPC ©). We base our approach on:
  • A continuous resource evaluation system developed on reference parameters and on specific individual growth and incentive plans
  • An effective control of the time spent by people in work processes
  • Dynamic reports and performance indicators shared with clients and contacts that allow us to offer multiple solutions based on similar case histories
  • A continuous training plan that allows Acca 19 operators to carry out their work with seriousness, professionalism and constant growth
  • An efficient decision support system through specific indicators and data and not simple intuitions

Manage the entire purchasing process optimally, both strategically and operationally.

The Pricing Model Adopted by Acca 19

If the question you keep asking yourself is “How much does the service cost?” the answer can never be “Little.” We want to offer excellent support that leverages new customers and improves the customer journey of existing ones.

We are not a “hard discount business”.

We offer customized and flexible pricing options because we want to be a growth tool, not a cost. In our approach, Customer Service is never a cost, but always an investment.

Ask for more information about our pricing

Test phase

Our method responds to the informational—and financial—needs of each client. This means developing customization with the client. Like a tailor, we tailor the service requested and the needs expressed.

We then measure every aspect of delivery: the type and distribution of interactions, the ability of the same agent to manage different channels, requested languages, opening hours, and average interaction duration.

This allows us to formulate a solid, personalized proposal.

All this information will be gathered during a testing phase.
During this phase, in addition to mutual understanding, we:

  • a tuning of the respective expectations regarding the partnership and the content of the service
  • a detailed sizing of the service content
  • an information flow and performance indicators
  • periodic reports to share

Cost per interaction

We offer a price per interaction, meaning a call, email handled, chat handled, social interaction, etc. This allows client companies to:

  • to make an immediate calculation of the cost they would incur by entrusting the service to us
  • to calculate how much each of the channels of interaction with the outside world costs
  • to have a basis for calculating the effect on turnover of the investment in Customer Support
  • to prepare a complete control of the outsourced activities

Adopting this approach requires advanced knowledge of the distribution of interactions by day, week, month, and season, as well as an idea of ​​the average duration of a single interaction. This information can be generated over a test period that we always offer our clients.

Cost per Presidium

We offer a fixed price, defined as a price for the time spent, be it by the minute, hour, day, or month. This allows client companies to:

  • to make an immediate calculation of the cost they would incur by entrusting the service to us, maintaining a "fixed cost" rather than a variable cost perspective
  • to calculate how much it costs to relieve internal resources from certain activities
  • to have a basis for calculating the effect on turnover of the investment in Customer Support
  • to prepare a complete control of the outsourced activities

Adopting this approach requires advanced knowledge of the activities you intend to outsource. It makes sense to use a dedicated resource to its full potential, that is, to assign tasks that will make it efficient. If it does too little, the individual tasks managed will have excessive unit costs. Conversely, if it is assigned too many tasks, quality will suffer. This information can be generated over a testing period that we always offer our clients.

Dedicated Call Center Operator Acca 19

You can call them a sales specialist, operator, agent, customer representative, telephone operator, or whatever you prefer. It makes no difference to us.

The important thing is to consider them your trusted messenger, the resource that connects you to the world.

For this reason, our team is the result of constant preparation, prior study of the target audience, a strategy for approaching and maintaining contact, and a deep knowledge of your products and services.

The dedicated call center operator follows specific behaviors based on the type of potential customers.

Each project is extremely complex, and Acca 19 considers language proficiency an essential parameter for achieving the best possible result. We stand out from most call center providers precisely because of the attention to overall communication used to deliver our multi-channel services in multiple languages.

The dedicated call center service allows you to structure your business based on your specific needs. You have the opportunity to monitor dedicated operators to maximize their training on your products or services and constantly analyze business performance, just as if they were your own internal resources!

Take advantage of our dedicated Call Center service to:

  • set up business appointments
  • sell your products/services directly online
  • send invitations to seminars, courses, fairs, meetings
  • carry out market research and customer satisfaction activities
  • develop recall actions on your customers
Want more details about the Dedicated Outbound Call Center Operator service? Contact us now!

Flexibility and Scalability

Acca 19 aims to create a service that is both flexible and scalable. You can modify your team structure at any time, adding resources (even for specific time slots, days of the week, or seasons of the year) or reducing service coverage. This isn’t always possible, and can be done well, using internal resources, who often lack the specific skills to manage the various interaction channels.

This can have a huge impact on cost optimization, planning, and forecasting: with us, you know how much you’ll spend up front and avoid any surprises when you receive your invoice.

Acca 19 helps companies implement a S2P approach to gain a significant competitive advantage. Potential benefits include:

  • Spending growth under control
  • Greater visibility into supplier spending and behavior
  • Complete control of activities
  • Reducing risks or fraud

Learn more about our Customer Care services

Contact us now!
Call Center | Customer Support | BPO

We help companies scale customer management with call center services, business process outsourcing, and e-commerce support.

Our locations

Njesia Bashkiake nr.7,
Rruga e Kavajes, Pallati 134, kati 4
1002, Tirana (Albania)

Rruga Studenti
4001, Shkoder (Albania)

ISO 27001 Certified Organization

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