Interactive Contact Center
People-Centric BPO Services and Partnerships

Outsourcing customer support, local or offshore, benefits businesses by reducing operational costs, facilitating well-established processes, and allowing focus on core activities. However, issues like audio clarity and language differences can hinder themfrom fully capitalizing on these advantages. This underscores the importance of a transparent nearshore BPO service that fosters client trust through smooth and adaptable communication.

Delivering just that, is Interactive Contact Center (ICC).

The nearshore call center BPO provider has a wide footprint across the US, Honduras, and El Salvador. Known to train and retain top talent across Latin America, ICC possesses a robust, fully remote work environment that sets it apart from other BPOs. Unlike normal call centers that usually face unpredictable attrition rates, ICC’s turnover is consistently low, as employees can work from home without compromising their income.

Thanks to its remote operational model, ICC offers considerably more than above market pay, a hospitable work environment, and a plethora of growth opportunities, ultimately attracting the best candidates in the region and leading to increased profitability and excellence in service.

Its strong partnerships with many Latin American industry leaders also enable reliable and timely onboarding of talented candidates. Combine this with its unique hiring strategy, and the ‘how?’ behind ICC’s proficiency at finding and hiring the best profiles becomes clear.

“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.

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

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 incustomer service, cost reduction, and fostering mutually beneficial partnerships has solidified its reputation as a leading BPO company. By seamlessly integrating these strengths, itenhances 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.