ICON Communication Centres. Company overview Proposition

1.

ICON
communication
centres
ICON Communication Centres s.r.o.
Executive Summary Company Overview
R1.0 09.10.14
Confidential
●●● Providing Business Advantage

2.

Company overview
Proposition
Offshore
Rightshoring…
Nearshore
ICON Providing Business Advantage
Endorsed heart of Europe location;
providing top rated language & people
resource perfectly supporting the delivery
of quality contact centre solutions and services;
underpinned by an advantageous price point.
Providing Business Advantage
Onshore
ICON specialises in working for best known brands,
bringing together offerings and capabilities,
delivering proven outsourced support solutions designed to help
clients realise the delivery of leading communication strategies connecting
brands with prospects and customers moving them beyond awareness to
transactions and brand loyalty. Making best use of resource, reducing risk and
overall making better decisions
increasing efficiencies & competitiveness
(protection of ability to keep abreast of marketplace change)
cost efficiency
(protection of business model sustainability)
enhancement of end user experience
(protection of brand)
…A smart choice for today and tomorrow

3. Company overview Prague location key facts

ICON Providing Business Advantage
Company overview
Prague location key facts
Founded
2003
Capacity
500 seats
Flex
Availability of additional capacity
Operational window
24/7
Top three verticals
Technology
Telecommunications
Utilities
Languages
25+ languages presently supported
Calling environments
Dedicated & on demand environments
catered for
Pedigree
Pan EMEA contact centre solutions
Endorsement
Prague cited as top rating contact centre
location

4. Company overview Endorsed location; top rating criteria

Language
Skills
ICON Providing Business Advantage
Educational
System
Government
Support
Labour Pool
Cost
Czech
Republic
Cultural
Compatibility
Infrastructure
Data& IT
Security &
Privacy
Political &
Economic
Environment
Global &
Legal
Maturity

5.

Company overview
Service offering experience
Multi-channel
i.e. inbound, outbound, IVR, chat, email, fax, white
mail, payment processing, back office, data storage
Multi-discipline
Sales i.e. lead generation, contact discovery, deep
profiling and insight, lead qualification,
appointment making, cold selling, warm selling
(cross & up-sell), winback, telephone account
management, sales support; Service i.e. order
processing, client service, multi stakeholder liaison,
technical support, help desk, claims management,
loyalty & retention management, debt collection,
data entry, translation, exhibition support,
supplier/distribution support; Research i.e.
database cleanse, database build, market research,
survey (qualitative and quantitative), clinical trials,
competitive intelligence, concept testing
Services
ICON Providing Business Advantage
ICON delivers a portfolio of services covering every stage of the customer
relationship value chain, having established strong credentials in both the B2B
and B2C environments across:
Multi-language
25 languages presently supported

6.

Company overview
Success score card
ICON Providing Business Advantage
Score card criteria
Endorsed location for contact centre services
Yes
Proven track record in implementation of multilingual teams
Yes
Seat representation best catered for
Yes
Flex and scale catered for (capacity & language)
Yes
Breadth & depth of vertical expertise
Yes
Sales & service DNA
Yes
B2B & B2C commodity experience
Yes
Referenced range of service offering provision
Yes
Multi channel, multilingual, multi discipline pedigree
Yes
ROI focused, business innovation and value added service delivery
Yes
Complexity management, multiple stakeholders & campaign tactics by country
Yes
Collaborative working relationship knowledge & expertise
Yes
Expertise & methodologies driving quality high performance output
Yes
Best of breed operations, teams, tools and technologies
Yes
Cost competitive rate card
Yes

7.

Company overview
ICON endorsement
ICON Providing Business Advantage
TI Semiconductors chose ICON because of its company identity,
company focus, culture, people motivation, training, leadership,
dedication to the campaign from all levels, company philosophy,
business philosophy, people philosophy, new ways of thinking and
flexibility in approach, thinking with TI in a strategic business
direction.
Ferdinand Clasquin (EMEA Business Operations)