ICON Communication Centres Shortlisted For Two
2019 European Contact Centre And Customer Service Awards
ICON Communication Centres s.r.o. (ICON) has been shortlisted for two awards at the prestigious 2019 European Contact Centre and Customer Service Awards (ECCCSA). The Prague-based contact centre is a finalist in the categories of Best Implementation of Technology and Giving Something Back. This is the second year in row that ICON has been shortlisted in the technology category, having won the Gold Award in 2018.
The ECCCSAs are the largest and longest-running awards in the customer contact industry; their goal is to reward organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively. The awards are highly regarded for the integrity and credibility of the judging process, with high calibre judges that are handpicked for their experience and knowledge. The judging panel recognise organisations that are leading the way in delivering exceptional service to customers.
“ICON’s nomination in this category, for a second time, furthers solidifies its position as a ‘New Generation Contact Centre’. ICON is a centre that focusses on incorporating technological innovation paired with exceptional talent in every solution it devises for clients. This technology-lead focus ensures robust multi-channel service delivery that reduces clients costs whilst simultaneously improving ROI.”
ICON Communication Centres
ICON’s Best Implementation of Technology entry was submitted for its success in reimagining the organisation of the customer care offered by its UK-based parking payment client. Disparate systems were unified under a new bespoke technology solution that streamlined the management of incoming customer inquiries across thousands of parking sites worldwide. ICON effected significant business results including a reduction in average handle times (calls and tickets), a significant reduction in overall costs, and a fivefold reduction in the cost per interaction with customers. This was all achieved in combination with a vast improvement to the client’s customer experience.
The Giving Something Back entry focussed on ICON’s corporate social responsibility activity with local children’s home, Klokanek (Prague 8). The home provides emergency accommodation for children, allowing them to quickly transition into a simulated home environment and back to their own homes when possible. ICON has supported Klokanek for over four years, through a variety of creative fundraising and corporate social responsibility activities. ICON colleagues are inspired by the work of selfless carers and the home’s direct donation model, whereby all funds go directly to housing, feeding, and clothing children in need.
ICON will present their entries to a judging panel in London in October before the final awards night at Battersea Park in London on the 26th of November 2019.
For more information or to request an interview with ICON’s CEO, Helen Hickin, please contact:
Media + Communication Business Partner
+420 221 709 223
About ICON Communication Centres s.r.o
ICON specialises in tailor-made outsourcing solutions that deliver leading multilingual sales and marketing strategies to connect global brands with local customers. With 16 years’ experience as brand ambassadors for leading businesses, ICON’s brand evangelists provide superior service across all outsourcing responsibilities. Based in Central Europe, clients take advantage of ICON’s competitive price point and an accessible geographical location.