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Case Studies : ICON Communication Centres

The "Nearshore" Model
Delivering high quality customer service is crucial to business success and increasingly organisations are choosing to outsource this service to a contact centre professional. However, the debate when considering this approach has commonly been the trade off between lower operating costs and potentially compromising the quality of service. ICON Communication Centres, a contact centre provider operating from Prague, Czech Republic delivers a flexible ‘nearshore’ model that provides the highest quality service to both its clients and their customers at a favourable price point.

The nearshore concept has propelled ICON over a four-year period to over 220 active agent seats in two contact centres handling in the region of 3.5 million calls per year (70% outbound, 30% inbound). With customers from all over the world in a variety of industries, including technology to telecommunications, ICON provides almost any language requirement and boasts an agent base of in excess of 30 nationalities, many of which are bilingual.

Managing Director of ICON, Helen Hickin, explains, “When ICON was looking for a location for its first centre we could not justify paying UK prices, whilst offshore locations compromised our commitment to quality. Prague’s nearshore location within Europe and its diverse, multi-cultural society were perfect. The demand for global communications has also grown, so we had to ensure we were meeting linguistic and cultural requirements for any campaign. Operating out of Prague has also enabled us to price our services 20%-30% lower than the UK industry average.”

Noetica SYNTHESYS™ Software Framework Adapts And Evolves
ICON required technology to run the contact centre that would evolve with the business and adapt to the ever-changing environment of the industry. Explains Hickin, “Every contact centre requires a solid platform from which to operate – this is an essential backbone to operations. In addition we needed to be confident that agents could handle calls without having to worry about the technology, ensuring that it was easy to use and reliable.”

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“We wanted a solution that would support multiple languages and provide comprehensive reporting, for review and analysis that ensures our customers needs and expectations are not only met but exceeded,” says Hickin. “Most importantly, the system had to grow with the business and be flexible enough to ‘future proof’ our service offering.”

Using a visual drag-and-drop interface, SYNTHESYS™ Business Process Management enables ICON to quickly set up, implement, amend and refine business processes at the agent interface using non IT staff and without any downtime. It negates the need for ICON’s agents to consult other sources by presenting all the information needed on screen. As a result, ICON’s training times are reduced, call durations are minimised and higher quality data is captured. Detailed reporting ensures that ICON is able to identify where improvements can be made, such as measuring the amount of ‘drop out’ calls (less than ten seconds in duration) and ultimately improving the call flow to reduce these, in a matter of minutes and without downtime.

Says Hickin, “We know that as and when campaigns evolve, Noetica SYNTHESYS™ Business Process Management will change with them with little effort on our part. We can adapt to and cater for changes without affecting operations, as well as building increasingly effective call flows over time to enhance agent performance.”

With a recommendation from Noetica, ICON approached Avaya to provide the infrastructure for the telephony system, its recognised supplier and a partner. Hickin explains, “Coupled with our strong relationship with Noetica, who supported the installation, we were well on our way to building a great technology backbone.”

ICON purchased Avaya’s MultiVantage Communication Manager call processing and management software, choosing to employ traditional telephony, with the ability to use VoIP (Voice Over Internet Protocol) if required. ICON also purchased over 200 seats for the Noetica SYNTHESYS™ software framework and upgraded with Noetica’s Script Aware Predictive Dialler.

When the volume of ICON’s outbound services increases at peak times, it is supported by the Noetica Script Aware Predictive Dialler, which limits ICON’s silent call rates in compliance with industry regulations, whilst maintaining high performance and high agent engagement. Both Noetica SYNTHESYS™ software framework modules integrate seamlessly with Avaya MultiVantage Communication Manager, providing an open, scalable and highly reliable telephony solution and a successful platform for ICON’s network.

From Strength To Strength
Barely four years after opening the Prague contact centre, ICON launched its second in Brno, Czech Republic. Noetica installed the SYNTHESYS™ Business Process Management and Script Aware Predictive Dialler modules for 20 seats (with an aim to reach 150) at the centre, again integrating with Avaya MultiVantage Communication Manager.

“Noetica SYNTHESYS™ Business Process Management and the Script Aware Predictive Dialler has facilitated ICON’s expansion from the first call to the opening of our second contact centre; enabled us to confidently pursue new business; embrace all required contact centre disciplines and also strengthened our contingency strategy,” Hickin adds.

Hickin continues, “I have every confidence we have chosen the right supplier. Noetica has enabled ICON to plan for the future through the SYNTHESYS™ software framework, because it organically evolves with the business as it moves forward – enabling us to perform optimally for our customers. It is also worthy to note that Noetica is one of the most support-focused suppliers I’ve come across since I’ve been working in the industry.”

Maximising efficiencies at the contact centre in Prague has also benefited the industry in the region, as Hickin explains, “At the time of ICON’s inception, the Czech Republic was not part of the EU nor a Contact Centre Association endorsed country. As the country’s first and leading contact centre, ICON has helped to change the latter, ensuring the country is included in industry reports.”

About ICON Communication Centres:
Company LogoICON (est. 2003) creates tailor-made outsourcing solutions that use a combination of technology and human resource to deliver inside sales and account management solutions for B2B brands. Based in Central Europe, ICON’s brand evangelists provide CX and complex interactions in 30 languages. Clients benefit from a mature and experienced workforce, competitive price point, and accessible geographical location.
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About Noetica:
Company LogoNoetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.
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Today's Tip of the Day - Printing Telephone & Fax Numbers

Read today's tip or listen to it on podcast.

Published: Monday, September 24, 2007

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2021 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
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* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

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* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

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