In Press Releases

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


ICON Communication Centres s.r.o. (ICON), in conjunction with their clients Vonage UK and PaybyPhone, has been shortlisted in three categories of the European Contact Centre and Customer Service Awards (ECCCSA) for 2018.  The Prague-based contact centre is a finalist for Best Implementation of Technology, Most Effective Improvement Programme, and Best Outsourcing Partnership.

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.

It is a real thrill to have ICON recognised for the solutions we provide in helping our clients grow their brand internationally. I am immensely proud that our three nominations cover our strategic goals of colleague engagement, client relationships, and technology implementation. The calibre of the competition is extremely high and we are in very good company with some of the world’s biggest names.

Helen Hickin
Managing Director
ICON Communication Centres

The Best Implementation of Technology and Most Effective Self Service Initiative entries were submitted for the achievements of ICON colleagues in implementing an Interactive Voice Recording (IVR) solution on the PaybyPhone Technologies Inc. (a global solution for car parking payments) program. The award category recognises the best use of any contact centre related technology. ICON’s entry was titled ‘Making IVR Great Again’, a tongue-in-cheek reference that coincided with the recent visit to the UK by the American president. The robust and detailed implementation of the IVR has produced spectacular results for PaybyPhone and delivered a world-class platform to help them realise their global growth.

The Best Outsourcing Partnership entry focussed on ICON’s relationship with their UK telephony client Vonage UK, specifically their Prague-based ‘Business Support Team’. The five-year relationship has resulted in exceptional levels of trust between the partners and five-star customer service for Vonage UK’s customers. The award entry was titled ‘Work Wife’ and references the moniker used by Dave D’Arcy (Senior Director Customer Support and Client Services for Vonage UK) for Louise Trotman, ICON’s Program Manager for the Business Support Team.

The Most Effective Improvement Programme is the second nomination for the Vonage UK ‘Business Support Team’. The ‘imPACT’ (Process, Awareness, Collaboration, Time) improvement program was implemented to improve the Vonage UK customer journey by specifically targeting anticipated future call resolution with a view to optimising the success of the Vonage product within the customer’s business. ICON’s colleagues were empowered with increased decision-making abilities and were instrumental in driving up customer satisfaction while driving down call resolution times. These improvements were all realised without any extra investment in resources.

This is a great acknowledgement of the terrific work done and the strength of the partnership that exists between our two businesses. ICON’s team of brand evangelists consistently demonstrate how they embrace the Vonage UK value of ‘Before us the customer’.

Dave D’Arcy
Senior Director Customer Support and Client Services
Vonage UK

ICON and their client-partners will present their entries to a judging panel in London in September before the final awards night at Battersea Park in London on the 27th of November.

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

About ICON Communication Centres s.r.o

ICON Communication Centres s.r.o is a wholly owned subsidiary of UK-based energy company Utilitywise plc. ICON specialises in tailor-made outsourcing solutions that deliver leading communication strategies to connect global brands with local customers. With 15 years’ experience as brand ambassadors for leading businesses, ICON’s brand evangelists provide superior service across all outsourcing responsibilities. Based in Central Europe, clients take advantage of ICON’s competitive price point and an accessible geographical location.