iCG is a leading specialist in inbound and outbound call handling services. iCG’s call centers operate 24 hours a day, seven days a week, delivering outsourced services to companies of all sizes and in a wide variety of markets.The technology we utilize is second to none and we pride ourselves on providing optimum tailor-made solution to all of our valued customers.

iCG Inbound Call Center Services

Inbound call center services are our specialty – from straightforward information collection to answering more complex enquiries. You can relax and focus on your business, knowing that our professionally trained staff are answering all your calls and providing a seamless, efficient, prompt and courteous service, 24 hours a day, 7 days a week. We can tackle a one-off call center job or specific telephone answering campaigns; supporting your existing departments in peak times or during out of office hours. Often, we permanently replace a whole business section. Whether it’s e-mail, telephone, fax or even letter, we can incorporate it all into one central information-processing contact center – giving your customers a unified service.

Typically, we handle:

  • 24-hour live telephone order processing
  • Customer services
  • Catalogue and brochure lines
  • Online payment processing
  • Credit Card validation and processing
  • Customer helplines
  • Information and support lines
  • Media responses
  • Donation lines
  • Nearest location finder
  • Disaster Recovery & Escalation
  • Coupons and data entry
  • Web and post orders

Our inbound call handling service builds effective bridges between you and your customers, whether you’re a private or public sector organization, or even a charity requiring a donation line. Above all, we will help you develop a great relationship with your customers – now and for the future.

Progressive businesses know that unanswered telephone calls reflect badly on your company, have a negative, enduring impact on your existing and potential customers and can ultimately cost you business. Our call centers can handle over 20,000 calls each day and will provide you with prompt, efficient and professional call handling expertise on a permanent basis, during peak times and out-of-office hours, or to support your marketing and business drives.

iCG Live Chat Support

Our specially trained service professionals present a transparent interface to your Consumers delivering an uninterrupted 24×7 access to real time customer service help and support right on your website. Their one on one interaction with your website visitors instills confidence in indecisive first-time customers and bolsters the trust of your old customers by showing them that quality help is just a click away, any hour of the day, any day of the week. With us you can retain those thousands of customers who abandon your site due to unavailability of help. Our offering is a comprehensive service that includes CRM implementation, operator’s recruitment and training, offshore operations, reporting and analytics.

iCGs Live Chat application is equipped with advanced features to create an unsurpassable online experience for your customers. Incorporation of iCG Live Chat has numerous benefits that help you establish better customer care standards for just a fraction of the cost that you would have paid to run your own call center.

iCG Help Desk Services

Our helpdesk services team is comprised of qualified customer service and support specialists, software trainers, computer specialists and engineers with diverse backgrounds required to provide relevant technical support to customers. Currently the area of operations revolves around website navigation and troubleshooting, diagnostics, Software, Hardware, installations and setup with a focus on providing dedicated support.

Helpdesk services outsourcing provides your customers with round-the-clock support, and dedicated customer care representatives, without the high costs associated with providing an in-house helpdesk.

Setting up helpdesk facilities, maintaining and training a team of operators and managers is expensive and is a real cost that lowers your bottom line on a daily basis; while, outsourcing is viewed as a deductible business expense.

Helpdesk services outsourcing is the perfect solution for your business. Customer care and retention mean everything to your business. Operating a helpdesk makes it possible which means everything to us.

iCG Phone Based Tech Support

First call resolution is critical to keeping your support costs in check. Our agents will not rush your customers off the phone, instead we will identify the problem and fix it the first time. In situations where multiple phone calls are required, all customers are given a unique ticket number enabling us to quickly track the history of the customer’s issue and resolve it efficiently.

All our agents must successfully complete a rigorous and accent neutralization program and successfully pass a voice proficiency test prior to proceeding to a through and focused training specific to your business and products. Additional ongoing training is often required and is completed quarterly.

We have dedicated quality assurance process consisting of real time daily monitoring of each agent’s customer service performance. Transcripts and recordings of all calls can be sent for your review or as confirmation that queries are answered correctly.

iCG Email Support

Replying to E-mails can consume your precious time, which can be better utilized to focus on your core business activities with strategic importance. iCG can also follow up your e-mails and customer queries on your behalf. This service ensures that your customers are replied to promptly. Our skilled customer service agents have all that it takes to respond to emails with high accuracy, maintaining high service levels with most emails responded within 1 hour from receipt. Our e-mail support service can be used for sales and customer support in addition to technical support.

Our email support, just like our other offerings is functional 24/7.Our professional and highly skilled operators read and respond to your customers’ email communications with most appropriate and accurate responses immediately. Given acceptable workload factor, all emails are processed and responded to in less than one hour’s time, something we are proud of. Our operators work round the clock (24×7) to ensure that your customers get the replies just when they need it the most. We work on a variable-cost model basis just to suit your business requirements and embrace considerable client direction in how to interact with their customers

iCG Outbound Call Center Services

The demands placed on businesses mean you need an outsourced outbound call center partner who understands that you need solutions that deliver the highest level of service and professionalism to your customers, whilst being flexible enough to handle fluctuating call volumes and a wide range of call types with ease and speed.

Our outbound call center colleagues are part of a close-knit team of well-trained and experienced professionals. It’s their task to help increase your sales, test new markets, follow up mailings, clean your database, build relationships and ultimately boost your business and brand.

In today’s ever-changing world, you need an outbound call center partner who is equipped to provide you with the expertise, the personnel and the facilities to handle your most important outbound call center campaigns. iCG can facilitate the following and more…

  • Appointment making
  • Data cleansing, confirmation and collection
  • Invitations and publicity
  • Telesales
  • Telemarketing campaigns
  • Fundraising
  • Customer surveys