| |NOVEMBER 202319CIOReview"Our commitment to fostering a safe and respectful environment for employees aligns with our leadership team that strongly believes in offering advanced career growth opportunities and higher wages, regardless of their academic or professional background," says Pablo Paz, CEO of ICC. Since its launch in March 2020, the organization has grown from a team of three to a 1200-strong workforce, constantly growing through ongoing recruitment efforts. Today, it is one of Central America's largest privately owned call centers, providing quality service in various sectors, including telecommunications, banking, finance, media technology, hospitality, travel, and language interpretation.Despite serving different verticals and markets, ICC's offerings can be tailored to client needs. This exemplifies its focus on the usage of a cornucopia of platforms that work based on the needs of its clients. Its emphasis on aligning clients with the right people and partners, fostering ownership, and prioritizing accountability drives its workforce to see themselves as extensions of partner brands and promotes a culture of respect and transparency.The BPO's approach to organizational structure is opposite to the traditional pyramid model, which places workers at the lower strata. Instead, it effectively addresses the prevalent challenges of finding and retaining suitable profiles while fostering a cohesive and efficient team. This group provides trial periods to showcase commitment and dedication as true partners. Regardless of the vertical, ICC keeps a track record of retaining every client that has completed the trial period in the last two and a half years.Renowned for providing impeccable customer service experience across tech and client support, ICC excels at over-the-phone interpreting (OPI) and video remote interpreting (VRI). These services ensure language barriers do not hinder effective communication and service delivery.ICC's proficiency extends to cost reduction, which is crucial to helping partners remain competitive in the industry. By consistently maintaining low attrition and training expenses, ICC can pass on these savings to clients and partners, creating a win-win situation for all key stakeholders, including its dedicated employees and the leadership team.Recently, it assisted a client hesitant to move operations away from the existing model in fear of prolonged downtimes. ICC understood their needs, forecasted call volumes, and analyzed occupancy requirements before creating a business model. The team proposed a successful pilot program to demonstrate quality and low attrition rates, which convinced them that transitioning their entire operation to a virtual ecosystem would be immensely advantageous.ICC's excellence in customer service, cost reduction, and fostering mutually beneficial partnerships has solidified its reputation as a leading BPO company. By seamlessly integrating these strengths, it enhances the customer service experience and ensures long-term success and growth.Driven by a transparent and collaborative approach that prioritizes partnership, quality, and accountability, ICC is committed to delivering exceptional results, regardless of client standards. Our commitment to fostering a safe and respectful environment for employees aligns with our leadership team that strongly believes in offering advanced career growth opportunities and higher wages, regardless of their academic or professional background
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