Our Culture

iCall Services believes in translating caring and creativity into action. This is the core of our company culture and what inspires our team members to create positive connections with consumers by providing excellent and empathetic service. We excel at this because it is what we do.

Contact center culture is cultivated from the top down. That’s why iCall’s senior management team is committed to honesty, integrity, diversity, and inclusion. We do more than just talk about these ideals, we model these common values daily and encourage individuals to be their full authentic selves as they foster strong, meaningful customer relationships on behalf of our clients.

iCall Services practices an open-door policy that invites client interaction with their contact center team members. We also celebrate our client brands throughout our facility with signage, displays, product use and demonstration areas and employee engagement programs.  Just as important, iCall’s employee performance and development plans ensure agents are happy, motivated and enthusiastic – emotions that are projected directly to the consumers they serve.

Why Outsource?

1.Cost Savings. Outsourcing eliminates the significant costs associated with facilities, equipment, operations, and staffing. You’ll pay only for the services you use, either on a transactional or per-hour basis.
2.Flexibility / Scalability. Fluctuating call volume in an in-house call center can result in either idle personnel or long hold times. In an outsourced environment, call volume spikes can be quickly addressed to accommodate seasonal activity or specific campaigns.
3.Industry Expertise. iCall’s executive management team has decades of experience across a variety of industries. We draw from this experience to provide our clients with valuable insights and strategies designed to improve efficiencies and results.
4.Dedicated Call Managers. Our agents are rigorously coached on how to quickly adapt to different call scenarios and present themselves as expert call managers. Their ability to seamlessly represent your brand across any channel leads to improved customer experiences.
5.Deep Bench of Talent. Outsource service providers compete to attract the best managers and support staff while in-house centers are often ‘home grown’ from within. Outsourcers also attract and retain specialists in workforce planning, quality assurance, technology support, and training.
6.Cost Management. iCall Services has the knowledge and tools to monitor and measure costs. We share this information with our clients to help them evaluate the effectiveness of marketing campaigns and overall operations.
7.Data Collection. We capture call data that can provide insight into how to improve your processes. Our experience with multiple clients – coupled with the right technology and analysis platforms – allows us to help you unlock actionable information from raw call data.
8.Quality Control. iCall will work closely with you to establish the right SLAs for your program based on your business objectives. We have a variety of monitoring tools and performance assessment/improvement plans in place to ensure SLAs are met.
9.Technology. We make continuous investments in multichannel customer contact center technology to keep ourselves – and our clients – as competitive as possible.
10.24/7/365 Service. iCall is here for you and your customers around the clock.  Whether you need our support full-time, after-hours or to handle your overflow, we can customize a solution that suits your needs perfectly.

100% focused on helping companies achieve their customer experience goals

01.Brand Training

iCall Services goes the extra mile to learn about your brand and its voice. READ MORE

02.KPI Management

Ensuring consistent adherence to your KPIs is a top priority at iCall Services. READ MORE

03.Quality Assurance

Improving customer service is an on-going quest at iCall Services. Never content with ‘good enough,’ we’re always looking for ways to enhance performance and add value. READ MORE