ICON Communication Centres Wins Gold and Bronze Awards at the ECCCSA 2018
ICON Communication Centres s.r.o. (ICON) earned two prizes, a Gold Award and a Bronze Award, at the European Contact Centre and Customer Service Awards 2018 at Evolution in Battersea Park (London) on Tuesday the 27th of November. The awards were in recognition of ICON’s outstanding service delivery within the contact centre industry. The Gold Award was for the category of Most Effective Implementation of Technology, while the Bronze Award was for the Best Outsourcing Partnership in conjunction with their long-term client, Vonage UK.
Highly regarded for the integrity and credibility of the judging process, the European Contact Centre and Customer Service Awards are the largest and longest-running awards in the customer contact industry. High calibre judges were handpicked for their contact centre experience and knowledge, as well as their ability to recognise organisations that are leading the way in delivering exceptional service to customers.
“Winning an ECCCSA is something ICON can be very proud of. They have been through a vigorous judging process, meeting judges that are very experienced and recognise ‘the best’ from our industry. Congratulations!”
Ann-Marie Stagg, Chair of the Judges, ECCCSA
The Most Effective Implementation of Technology category credited outstanding results from the successful deployment and implementation of a technology solution. ICON deployed one of the industry’s most enduring and robust solutions, Interactive Voice Recording (IVR) to provide significant cost savings and improved service delivery for their client, payment operator PaybyPhone Inc. The solution was highly successful with PaybyPhone Inc. immediately benefitting from a 31% reduction in calls that needed to be handled by people, a 14% reduction in call lengths, and total costs reduced by 40%.
The Best Outsourcing Partnership paid testament to the ongoing 5-year relationship ICON has fostered with their cloud communication client, Vonage UK. Every customer interaction in the Vonage UK lifecycle is managed by ICON, including – sales, provisioning and onboarding, technical support, care and billing, and retention. The growth in customer numbers has meant that the evolving nature of the operations process and policy development has been entirely collaborative. ICON is trusted with the outsourced team activities, performance, and customer interactions.
“I have worked with, and for, many outsourcing providers throughout my career. The only way to succeed in such an undertaking is if all parties operate as a partnership. With ICON we have achieved exactly that. At Vonage we never refer to ICON by name, they are always, ‘our team’.”
Dave D’Arcy, Senior Director Customer Support and Service Delivery, Vonage
ICON’s goal for its business is to empower technology and talent that best connects global brands with local customers. In securing the Gold Award, the contact centre is further solidifying the realisation of their momentum within the outsourcing industry. The Gold Award was presented personally by Sir Ranulph Fiennes OBE and the BBC’s Fiona Bruce.
“Winning the Gold Award for the Best Implementation of Technology category is a wonderful acknowledgement of ICON Communication Centre’s strategic direction to further develop its technology focus within our contact centre, supporting continued success for our clients.”
Helen Hickin, Managing Director, ICON Communication Centres
For more information or to request an interview with ICON’s Managing Director, Helen Hickin, please contact:
Media + Communication Business Partner
+420 221 709 223
About ICON Communication Centres s.r.o
ICON Communication Centres s.r.o is a wholly owned subsidiary of UK-based energy company Utilitywise plc. ICON specialises in tailor-made outsourcing solutions that deliver leading communication strategies to connect global brands with local customers. With 15 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.