ICON Communication Centres s.r.o. (ICON), a leading supplier of business process outsourcing (BPO) services, proudly won the European Contact Centre and Customer Service Awards (ECCCSA) coveted Gold Award for the ‘Best Implementation of Technology’. The award recognised ICON’s success in devising and deploying a technology solution that unified the disparate systems of its client, a leading supplier of global payment solutions for car parks around the world. This is the second year in a row that ICON has won the Gold award in this category, the first announced of the evening.
“It was tough winning an ECCCSA this year. Organisations across Europe are doing outstanding things to improve the employee experience, and the ramping up of technology focused on progressing the customer experience in line with customer demand is incredible. Winners this year are fine examples of how the customer contact industry is pushing boundaries and delivering excellence.”
Ann-Marie Stagg, Chair of the Judges, ECCCSA
Judges recognised how ICON streamlined the management of incoming customer inquiries across thousands of parking sites worldwide to positively impact the customer experience of car park users in Europe, South America, and the United States. ICON effected significant improvement to the client’s customer experience and return on investment.
The client’s fixed budget meant that ICON absorbed the entire cost of the technology outlay. Highly accurate forecasting ensured confidence in the solution outcome, which ultimately resulted in the client being able to achieve more within their budget whilst vastly improving their customer experience. ICON moved its client from an unstructured system and a lack of business intelligence, to having 100% visibility across all customer care costs and location costs. The BI now available significantly improves the client’s ability to confidently scale their business. ICON’s entire customer care transformation took just weeks from conception to delivery. Achievements, include –
- a reduction in the cost per customer service interaction to less than 25% prior to the solution implementation
- a reduction in average handle time (AHT) of incoming customer calls from 3-4 minutes to less than 1 minute
- a reduction in email response times from 1-2 days down to 4-5 business hours
ICON’s goal for its business is to empower technology and talent that best connects global brands with local customers. In securing the Gold Award, the contact centre is further solidifying the realisation of their momentum within the outsourcing industry.
“This BPO solution was driven entirely by ICON’s Operations and Customer Success teams. They identified how technology integrated with talented colleagues could provide a vastly improved customer experience for our client. The consultative value of ICON’s mature and experienced workforce was vital to the success of this transformation as it was deployed across multiple global markets and languages.”
Helen Hickin, Managing Director, ICON Communication Centres
Highly regarded for the integrity and credibility of the judging process, the European Contact Centre and Customer Service Awards are the largest and longest-running awards in the customer contact industry. High calibre judges were handpicked for their contact centre experience and knowledge, as well as their ability to recognise organisations that are leading the way in delivering exceptional service to customers.
The ECCCSA took place last night at Evolution, Battersea Park, London, and were hosted by BBC journalist Fiona Bruce. The awards programme saw companies from 24 countries participating, including some of the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.