In Press Releases

ICON Communication Centres Shortlisted For Two
2020 European Contact Centre And Customer Service Awards


PRAGUE, Czech Republic – Monday 5th October 2020 – ICON Communication Centres s.r.o. (ICON) has been shortlisted for three awards at the prestigious 2020 European Contact Centre and Customer Service Awards (ECCCSA).  The Prague-based contact centre is a finalist in the categories of Best Quality Management Team, Responding in a Crisis – Supporting Colleagues (Services), and Most Effective Improvement Programme. ICON received Gold Awards for Best Implementation of Technology in both 2018 and 2019, and hopes for continued recognition of its excellence in service supply in the 2020 awards.

The ECCCSAs are the largest and longest-running awards in the customer contact industry; their goal is to reward organisations that value their people, continually innovate to improve the customer experience, and operate efficiently and effectively. The awards are highly regarded for the integrity and credibility of the judging process, with high calibre judges that are handpicked for their experience and knowledge. The judging panel recognise organisations that are leading the way in delivering exceptional service to customers.

ICON’s Best Quality Management Team entry was recognised for ICON’s success in using a combination of technology solutions and human resource to manage the quality of its multilingual service delivery. Bespoke technology solutions (developed by ICON) facilitates an efficient and inexpensive way of managing repetitive, low-touch multilingual interactions; while ICON’s extensive colleague complement of native-level speakers acts as a check and balance on more complex tasks.

Ninety-five per cent of ICON’s almost three-hundred colleagues are working and living away from their home country, family, and extended network. ICON’s shortlisted entry in the category of Responding in a Crisis – Supporting Colleagues (Services) gives credit to the Mental Health First Aid (MHFA) strategy in place that supported colleagues throughout the COVID-19 crisis.

The Most Effective Improvement Programme nomination reflects ICON’s success in its management of a global manufacturing brand’s European operations. ICON’s remit was to use its expertise in sales and back-office processes to maintain the business’ operational status quo. The added-value that ICON proactively bought to the relationship ultimately lead to a cost-neutral operation.

I’m immensely proud of this year’s nominations and of ICON’s ability to withstand the unique challenges COVID-19 bought to 2020. We thank the ECCCSA for recognising that ICON has continued to deliver robust solutions for clients whilst simultaneously caring for colleagues.

Helen Hickin
ICON Communication Centres

ICON will present their entries to a judging panel in London in October and November this year, before the final awards night at Battersea Park in London in March 2021.



For more information or to request an interview with ICON’s CEO, Helen Hickin, please contact:
Chris Hague
Media + Communication Business Partner
+420 221 709 223

About ICON Communication Centres s.r.o

Since 2003, ICON has been creating tailor-made outsourcing solutions that use a combination of cutting-edge technology and human resource to deliver leading multilingual sales and marketing strategies that connect global brands with local customers. ICON’s brand evangelists provide superior service for all BPO needs, including customer care, technical support, account management, and sales. Based in Central Europe, clients take advantage of ICON’s mature and experienced workforce, competitive price point, and accessible geographical location.

Recent Posts
‘The Bureau’ Pay-Per-Minute Contact Centre Services NPS-Net Promoter Score