International Customer Care Services Inc. (ICCS Inc.) is a leading provider in call centre contact services to large multinational organizations for Business-to-Consumer and Business-to-Business purposes in Canada, the United States and internationally. Since inception ICCS Inc. has established a record of innovation and customized client solutions. ICCS Inc. is built upon best-in-class services which dictate that each operational and management function must be directed towards your existing and potential customers complete satisfaction.
These components are:
Advanced Technology: We utilize the latest and most advanced Telephony, Automated Dialing, Data Management, Customer Relationship Management (CRM) Software, Network Technology, and Security. We utilize advanced analytics software to closely monitor and continuously improve performance. Our technologies ensure reliable service, with the flexibility, scale-ability and innovation to meet each of our client’s unique needs and high performance standards.
Higher Compliance Standards: International Customer Care Services Inc. observes the highest compliance standards in the industry for its facilities, operations, security, networks and staff. With data security and the protection of customer’s personal information representing the largest risk to clients and its brand. We are Payment Card Industry (PCI DSS 3.1) Certified by an independent Qualified Security Assessor (QSA) and are dedicated to the security and protection of your customer’s personal information. We are licensed and bonded to provide services in Canada, the United States and internationally and comply with all federal, provincial / state laws and regulations.
Commitment to Quality: International Customer Care Services Inc. has implemented guidelines, policies and processes in accordance with the ISO 9001-2015 quality standards as set out by the ISO (Industrial Standards of Operations) quality system. We have been audited by a certified independent Qualified Security Assessor (QSA) for compliance to the ISO 9001-2015 standard. This certification attests to the fact that all of our operations, policies, and procedures are governed and aligned with the quality standards of Total Quality Control (TQC) and Total Quality Management (TQM). We are dedicated to consistently improving the services, we perform for our clients.
Highly Skilled Staff: Our management team have decades of experience in the contact center business focused on client satisfaction and superior performance. Our contact center staff are carefully chosen and rigorously trained in Sales, Marketing, Customer Service, Technical Service, Information Line Assistance, Courtesy Calling, Information Broadcasting, Surveys, and customized call center programs. Our training philosophy, “doing the job right the first time”, fosters our ability to proactively listen to the customers and respond accordingly.
Company Mission: International Customer Care Services Inc. is committed to provide contact center services, utilizing innovative technologies, compliant processes and ethical strategies. We achieve this through our dedication to the continual improvement of our quality management system aimed at satisfying all client requirements.
Core Values: International Customer Care Services Inc. corporate culture is based upon our six-core values:
Teamwork: We are more effective collaborating together, pooling and complementing our individual resources, strengths, ideas and commitments.
Customer Accountability: We take accountability for our internal and external customers’ complete satisfaction.
Continuous Learning: We seek at all times to learn, embracing mistakes to increase our effectiveness and to celebrate our victories.
Open Mindedness: We are big enough to give others the freedom to be themselves, however, we prefer to work and do business with those who share our values and ethics.
High Performance: We apply high competence, high commitment and concentrated focus to consistently deliver outstanding performance.
Continuous Growth: We relentlessly pursue opportunities for growth, balancing analysis with action, and risk with reward.