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Advanced Call Center Technologies

Shreveport/Northwest Region

The Mission 

Founded in 1997, Advanced Call Center Technologies (ACT) is an employee-owned business process outsourcing (BPO) and customer experience delivery provider.

The Challenge

The Philadelphia-based company sought to develop a new world-class contact center that would provide omnichannel customer service support, fraud and dispute management, claims processing and other services to a variety of clients across multiple industries including banking and financial services, student lending, mortgage lending, insurance, healthcare, retail, telecoms, travel and hospitality, and more.

The Opportunity

Louisiana offered a competitive incentive package that included:

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Recruitment and training support from Louisiana’s nationally recognized workforce development program, LED FastStart.

A commitment of up to $500,000 of workforce training services provided by the Louisiana Workforce Commission.

Performance-based award of $500,000 for building and infrastructure improvements upon meeting investment and employment targets.

A $3,500 or $1,000 tax credit for each certified net new job created; and either a state sales/use tax rebate on capital expenses or 1.5 percent investment tax credit for qualifying expenses through the state’s Enterprise Zone program.

Recruitment and training support from Louisiana’s nationally recognized workforce development program, LED FastStart.

A commitment of up to $500,000 of workforce training services provided by the Louisiana Workforce Commission.

Performance-based award of $500,000 for building and infrastructure improvements upon meeting investment and employment targets.

A $3,500 or $1,000 tax credit for each certified net new job created; and either a state sales/use tax rebate on capital expenses or 1.5 percent investment tax credit for qualifying expenses through the state’s Enterprise Zone program.

The Outcome

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2022

ACT announced plans to develop a new Total Experience Center in the East Ridge Plaza in Shreveport, filling hundreds of entry-level positions and creating a career path for recent graduates and the return-to-work population

$1.5 million

capital investment

600

direct new jobs

314

indirect new jobs

2022

ACT announced plans to develop a new Total Experience Center in the East Ridge Plaza in Shreveport, filling hundreds of entry-level positions and creating a career path for recent graduates and the return-to-work population

$1.5 million

capital investment

600

direct new jobs

314

indirect new jobs

“We know the addition of the highly skilled, engaged talent pool in Shreveport along with our attractive wages, great culture and professional growth opportunities is going to be a perfect fit.”

– Advanced Call Center Technologies (ACT) President and CEO Hunter Croft

Noteworthy

  • The City of Shreveport and the Caddo Parish Industrial Development Board enhanced the state incentive package by committing to performance-based grants to support the hiring of 600 local workers.
  • As a 100% employee-owned company, ACT has placed Employee Experience at the center of its business strategy believing that engaged employees ensure the best customer outcomes. As shareholders in the business, their Employee Owners have a personal interest in delivering value to their clients, and their motivations are uniquely aligned to the clients’ success.

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