Contact Centre Consultants with International experience and integrity

WE HAVE THE SKILLS TO HELP YOUR BUSINESS GROW

Producing measurable results for our clients

EXPERIENCE OUR UNIQUE SERVICES

Optimising your Customer Contact Center

WE MAKE YOUR BUSINESS SOLUTIONS WORK

Welcome to The ICCCA Brains Trust

ICCCA is a group of experienced, globally recognised contact centre professionals: specialists in all strategic, operational and skills development areas of Call Centres, Contact Centres and Customer Engagement.

ICCCA Services

   Refining Strategy

   Auditing, Assessing and Benchmarking

   Business Process Outsourcing (BPO) Standards Compliance

   Business Processes and Procedures

   Contact Centre Operations Management

   Facility selection and improvement

   Forecasting and Scheduling

   Management Information Systems

   Outbound Sales Contact Centres

   Outsourcing Feasibility Assessments

   Improving Operations

   Performance Management Frameworks

   Call Centre Assessments & Audits

   Call Centre Benchmarking

   Project Management

   Recruitment strategy

   Reward and Recognition Programmes

   Specialised Reporting & Dashboards

   Technology Requirements and Best Practice

   Vendor Selection & Management

 Developing People

   Accent Training

   Building Synergy in the Workplace

   Change Management Workshops

   Coaching & Mentoring

   Collections skills training

   Communication Skills Training

   Completion of Workplace Skills Plans (WSP’s) and Annual Training Reports (ATR’s)

   Conflict Resolution Workshops

   Contact Centre Operations Management Training

   Customer Care Training

   Diversity Alignment Workshops

   Increasing Collaboration in the Workplace

   Increasing Assertiveness in the Workplace

   Interpersonal Skills Development

   Job Descriptions, Task Analysis and KPIs

   Leadership Development

   Life/Career planning

   Problem Solving and Decision Making Workshops

   Selling Skills Training

   Succession Plan Frameworks

   Supervisory & Team Leader Skills Training

   Team Building Workshops

   Training Needs Analysis

   Train-the-trainer

   Enhancing Customer Experience

   Business Process Re-engineering

   CRM and Contact Centre Strategies

   Customer Contact Strategies

Customer Experience Enhancement Programmes

Help Desk & Contact Centre Implementation

IVR Systems Designs

Quality Assurance Outsourced Services

Quality Assurance Redesign

Quality Monitoring Programmes

Quality Standards Implementation

Optimising Technologies

   Specialised Reporting & Dashboards

   Technology Requirements and Best Practice

   Vendor Selection & Management

   Technology Audits & Assessments

   Nurturing The Industry

   BPO Industry Sector Development Strategies

   BPO Vendor & SLA Client Liaison Service

   Business Intelligence

Engagement Platforms

Industry & Sector Research

Market Development Events

Expertise · Experience · Proven Track Record · Impeccable References