The telephone isn't the instrument of choice for APAC Customer Services anymore. The company provides outsourced customer-management and acquisition services using the telephone and the Internet. APAC's customer management services include customer retention, help-line information, direct mail response, training, recruitment, and order entry services. Clients include companies in the communications, government, health care, insurance, retail, technology, utility, and education sectors. Through its affiliation with sister company NCO Group, the company operates through more than 100 facilities around the globe. In late 2011 APAC was acquired by investment firm One Equity Partners.
APAC has operations spanning Antigua, Australia, Barbados, Canada, the Dominican Republic, Guatemala, Mauritius, Mexico, Panama, the Philippines, Puerto Rico, the UK, Uruguay, and the US.
Sales and Marketing
Over the years APAC has depended upon a concentrated number of clients. Typically, its 10 largest clients account for almost 90% of sales. In 2010 Verizon Wireless represented 22%, United Parcel Service accounted for 21%, Medco Health Solutions represented 14%, and WellPoint 6%. – less