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