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