Advanced Call Center Technologies: Hiring, Background Check & Employment Verification FAQs

Advanced Call Center Technologies, known as ACT, describes itself as a leader in Total Experience solutions that combine live agents with AI-powered tools across customer, employee, user, and digital experiences. State economic development materials describe ACT as a Philadelphia-based, employee-owned business process outsourcing and customer experience delivery provider, and ACT's own site says the company is 100 percent employee-owned through an employee stock ownership plan.

ACT says it serves clients in industries that include automotive, banking and wealth management, consumer finance and fintech, education, and healthcare, wellness, and pharma. A state profile also lists omnichannel customer service, fraud and dispute management, and claims processing among the work ACT handles for clients in banking and financial services, insurance, healthcare, retail, telecommunications, and travel and hospitality.

ACT's contact page lists U.S. locations in San Luis, Arizona; Carmichael, California; Shreveport, Louisiana; Norman, Oklahoma; Berwyn, Pennsylvania; Harlingen, Texas; Bristol and Johnson City, Tennessee; and Logan, Utah, along with international locations in Guatemala City, Montego Bay, Jamaica, and Johannesburg, South Africa. Its careers page also lists Manila in the Philippines. Roles featured on ACT's pages include agents, supervisors, training managers, operations managers, and recruiters.

Company culture and employee programs:

ACT's careers page highlights employee ownership, saying employee owners have a voice through feedback mechanisms and an employee-led committee. It lists benefits and perks that include room for advancement, performance-based bonuses, ongoing training, full-time hours, medical and dental coverage at a reduced cost, direct deposit, and pet insurance. Benefits and schedules may vary by site, role, and country, so candidates are encouraged to confirm specifics during the hiring process.

Yes. Employers in the contact center and business process outsourcing industry, including Advanced Call Center Technologies, are legally permitted to conduct pre-employment background checks, provided they follow applicable federal, state, and local laws. In the United States, the Fair Credit Reporting Act (FCRA) requires disclosure and written consent when a screening company prepares the report, and it sets out adverse action steps. Because ACT operates sites in several states and countries, local employment and privacy rules may also apply.

Advanced Call Center Technologies is generally reported to conduct background checks as part of its hiring process, though the scope may vary by role, client program, and site. That is consistent with standard practice across the contact center industry, where agents routinely handle customer accounts, financial information, and other sensitive data on behalf of clients. Clients in regulated industries may also set their own screening expectations for the agents who support them.

The ACT hiring process typically starts with an online application through the company's careers page, where candidates can explore openings by location. Qualified applicants may complete a phone or virtual screening and one or more interviews with recruiters or hiring managers. Candidates who receive a conditional offer are usually asked to consent to a background check before their start date is confirmed. Paid training and onboarding follow once any requirements are complete. Steps may vary by site, role, and client program.

Most employment background checks are completed within a few business days, but timing depends on which searches are ordered. Searches that involve county court records, several jurisdictions, or employer confirmation can take longer. For typical timelines, see background check turnaround times. Providing complete and accurate personal information and address history up front helps avoid delays.

An Advanced Call Center Technologies background check may include some or all of the searches below, depending on the role, client program, and location:

Candidates should review the disclosure and consent forms provided during hiring to understand which searches apply to their role.

Some ACT positions may require a drug test, but requirements typically vary by role, site, client program, and applicable law. Contact center employers sometimes test when a client contract or state rule calls for it, though many office-based roles are not tested. Candidates should check the job posting and any conditional offer paperwork to see what applies to the role they are pursuing.

The lookback period for a background check depends on the type of search and the laws of the state or country where the candidate lives or worked. In the United States, the FCRA generally limits consumer reporting agencies from reporting most negative information older than seven years, with certain exceptions for higher-salary positions and specific record types such as convictions. Some states have stricter limits. Candidates with records in multiple jurisdictions may see different lookback windows applied to different searches within the same report.

A criminal record does not automatically rule out a candidate at many employers, and Advanced Call Center Technologies's decisions are typically made case by case. Factors that may matter include the type of offense, how much time has passed, and the duties of the specific role. Roles that involve access to customer financial or health information may be reviewed with those duties in mind. Many states and cities have enacted "ban-the-box" laws that limit when employers can ask about criminal history during hiring. Candidates should answer application questions honestly and be prepared to discuss their history if it comes up.

Candidates will typically be asked for written consent and basic personal details before a Advanced Call Center Technologies background check begins. That usually includes a full legal name, date of birth, Social Security number for US-based applicants, and address history. Candidates applying to sites outside the United States may be asked for different identifiers under local rules. Accurate information helps ensure searches run in the right jurisdictions and can prevent delays, so candidates should double-check each field before submitting.

The Fair Credit Reporting Act is a US federal law that governs how consumer reporting agencies collect, use, and share background check information. Under the FCRA, employers must obtain written consent before running a background check, provide a copy of the report and a summary of rights if they intend to take adverse action based on the results, and allow the candidate an opportunity to dispute inaccurate information before a final decision is made. For a detailed overview of how the FCRA applies to background checks, visit Fair Credit Reporting Act (FCRA).

ACT agents who support clients in banking, insurance, or healthcare may be screened more closely because they handle sensitive customer information. Those searches may include criminal history, identity verification through an SSN trace, employment verification, and, for some finance-related programs, a credit review where state law allows. The exact mix may vary by client program and site, so candidates should review the disclosure and consent forms they receive.

Running a personal background check with Checkr lets you preview what Advanced Call Center Technologies may see and help you identify potential inaccuracies before they affect your job application. In one secure report you can review:

Create your report in minutes at Checkr Personal Background Checks. To showcase verified credentials proactively, build a free Checkr Profile you can share with recruiters, hiring managers, or potential employers.

Check your report status in the Candidate Portal. Or, visit the Checkr Help Center for FAQs, dispute steps, and to contact support.

The resources and information provided here are for educational and informational purposes only and do not constitute legal advice. Always consult your own counsel for up-to-date legal advice and guidance related to your practices, needs, and compliance with applicable laws.