Profile: APAC Customer Services inc (APAC.O)

APAC Customer Services, Inc. (APAC) is a provider of customer care services and solutions to market leaders in the healthcare, business services, communications, publishing, travel and entertainment and financial services industries. As of December 28, 2008, the Company operated 13 customer care centers in the United States, two of which are client-owned facilities and four off-shore customer care centers in the Philippines. As of December 28, 2008, the domestic operations consisted of approximately 4,700 workstations and the off-shore operations consisted of approximately 3,300 workstations. The Company provides service through multiple communication channels, including telephone, Internet, email, fax, mail correspondence and automated response generated through technology.

Healthcare

Within the healthcare industry, the Company offers customer service support for a range of medical plans, including pharmacy, medical, dental, vision and Medicare Part D, to plan members and healthcare plan providers alike. Its customer service representatives answer questions regarding healthcare members’ plan coverage, including benefits and eligibility, claims processing, enrollment and plan comparisons, prescription coverage and co-payment determination, and provide Internet service help desk support and insurance and coverage application assistance. For healthcare providers, its customer service representatives provide similar information regarding member eligibility and benefits and claims processing. The Company also provides various healthcare clients with internal help desk support and basic back office functions for their organizations.

Business Services

Within the business services industry, the Company provides customer care services. These services include delivery issue resolution, business contact management and sales, member acquisition, account maintenance, billing issue resolution, research and trend analysis, troubleshooting and claims processing.

Communications

Within the communications industry, APAC provides various services. The Company provides the services, which targeted inbound customer acquisition, product sales, ongoing account maintenance, billing issue resolution, troubleshooting product issues, product set-up services, customer retention activities and targeted inbound customer acquisition.

Publishing

Within the publishing industry, the Company provides services for account management, subscriber acquisition, verification and retention, and billing and payment support. In addition to its phone services, the Company also provides solutions in support of customer correspondence, back-office document processing and e-mail. In conjunction with its agent-based interactions, the Company also offers solutions for its publishing customers in customer relationship management (CRM) application development, interactive voice response (IVR) and Web self-service.

Travel and Entertainment

For the travel and entertainment industry, the Company provides customer care services. The services include reservation booking for general and corporate travel, information on client resort properties, locations and amenities, cancellations, billing and account management, loyalty club management and complaint resolution.

Financial Services

Within the financial services industry, APAC offers various services. These services include assisting customers with card activation, credit inquiries, billing issue resolution, account maintenance, balance inquiries and transfers, and credit line increases.