International Call Group
Customer Experience and Contact Center
iCall is a contact center outsourcing company that provides customer experience and contact center solutions for B2B and B2C businesses, known for its scalable and affordable services delivered by a skilled team.
Size
11-50
Private
Mission
To build customer relationships and increase revenue to support clients' business success.
About
iCall offers customer experience and contact center solutions along with back-office operations for clients in various industries. The company operates using an onshore, offshore, and hybrid model and supports businesses of all sizes from startups to Fortune 500 companies.
It is recognized for its high-quality customer service, with a dedicated team focused on building strong customer relationships and driving measurable business results.
Services
iCall provides customer experience and contact center solutions supported by back-office operations and specific offerings such as inbound customer support, outbound telesales, technical support, and data collection. These services cover multiple channels, including phone, email, chat, and social media, and are tailored to support diverse client needs.
Capabilities
Inbound Customer Support
Outbound Telesales & Retention
Technical Support (Tier 1/2)
Order Management & Fulfilment
Multi-function Service Desk
Data Collection & Survey Programming
Data Entry & Data Processing
Automation & RPA Enablement
Industries Served
The company serves clients in B2B and B2C sectors. It has experience supporting a wide range of businesses, from small startups to large corporations, with services aligned to their specific requirements and operational goals.
Unique Stregths
iCall is known for its commitment to quality and customer-centric approach, offering clients scalable solutions that improve service quality while lowering operational costs. Its approach includes customized service offerings and a focus on enhancing customer relationships, which help deliver consistent results.
Delivery Footprint
Headquartered in Oglesby, Illinois, the company operates using an onshore, offshore, and hybrid delivery model. It serves clients across various regions, with teams working in flexible environments to meet client needs.
Certifications
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Verticals
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Clients
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What's the main service provided by
International Call Group
?
International Call Group specializes in offering customer experience and contact center solutions, complemented by back-office operations. Their service portfolio includes a wide array of sub-services such as inbound customer support, outbound telesales and retention, technical support at Tier 1 and Tier 2 levels, order management and fulfillment, a multi-function service desk, data collection and survey programming, as well as data entry and processing. This comprehensive range of services is designed to meet the diverse needs of clients across various industries.
What additional services does
International Call Group
provide?
In addition to their primary offerings, International Call Group also provides extensive back-office operations. These additional services support clients in streamlining their internal processes, enhancing operational efficiency, and allowing them to focus on core business activities while leaving non-core functions to the experts.
When was
International Call Group
founded?
International Call Group was established in 2000, marking over 23 years of operation in the business process outsourcing industry. Since its inception, the company has focused on building strong customer relationships and providing effective solutions to enhance client business success.
What industry verticals does
International Call Group
serve?
What delivery model does
International Call Group
offer?
International Call Group utilizes a versatile delivery model that encompasses onshore, offshore, and hybrid approaches. Onshore services involve operations conducted within the same country as the client, while offshore services are provided from different countries, often to reduce costs. The hybrid model combines both strategies, allowing the company to leverage the advantages of each approach, thereby offering flexible and tailored solutions to meet the specific needs of their clients.
How many employees and/or seats does
International Call Group
have?
International Call Group has a workforce consisting of between 11 to 50 employees. This size enables the company to maintain a close-knit team, fostering effective communication and collaboration, which is essential for delivering high-quality services to their clients.
Can
International Call Group
be considered a good service provider for startups?
International Call Group is well-positioned to assist startups by providing scalable and affordable customer experience solutions. With a flexible delivery model and a diverse service portfolio, the company can tailor its offerings to meet the unique needs of new businesses. Their commitment to building strong customer relationships can be particularly beneficial for startups looking to establish a solid foundation in customer service as they grow.
Can
International Call Group
be considered a good service provider for SMBs?
Small and medium businesses can greatly benefit from the services offered by International Call Group. The company's focus on quality and customer-centric solutions allows SMBs to access resources that can enhance their service delivery without incurring significant operational costs. Their experience in serving a range of business sizes, combined with scalable solutions, makes them a valuable partner for SMBs aiming for growth and efficiency.
Can
International Call Group
be considered a good service provider for enterprises?
International Call Group is a reliable service provider for enterprises and large corporations, given their extensive service capabilities and commitment to quality. The company’s hybrid delivery model enables them to effectively manage large-scale operations while maintaining flexibility and responsiveness to client needs. Their experience in handling diverse requirements across various industries positions them as a strong partner for enterprises seeking to optimize their customer service and operational processes.
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