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

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Presentation transcript:

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

ICON Providing Business Advantage Company overview Proposition Rightshoring… 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 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

ICON Providing Business Advantage Company overview Prague location key facts Founded2003 Capacity500 seats FlexAvailability of additional capacity Operational window24/7 Top three verticalsTechnology Telecommunications Utilities Languages25+ languages presently supported Calling environmentsDedicated & on demand environments catered for PedigreePan EMEA contact centre solutions EndorsementPrague cited as top rating contact centre location

ICON Providing Business Advantage Company overview Endorsed location; top rating criteria Czech Republic Language Skills Government Support Labour PoolInfrastructure Political & Economic Environment Global & Legal Maturity Data& IT Security & Privacy Cultural Compatibility Cost Educational System

ICON Providing Business Advantage Company overview Service offering experience 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: Services Multi-channeli.e. inbound, outbound, IVR, chat, , fax, white mail, payment processing, back office, data storage Multi-disciplineSales 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 Multi-language25 languages presently supported

ICON Providing Business Advantage Company overview Success score card

ICON Providing Business Advantage Company overview ICON endorsement 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)