Congrats to John Hayes & his team for this award, in his own words “call centres aren’t sexy – but these guys are our frontline troops and separate us from the competition”
iContact Corp., a leading email marketing and social media marketing company, announced that its customer support call center won the coveted Global Call Center of the Year Award from International Customer Management Institute (ICMI) in the small-medium call centre competition.
“It is an honor for iContact’s customer support teams to be recognized as a benchmark by one of the service industry’s most recognized and trusted advisory organizations,” said Sarah Stealey, senior vice president of customer support at iContact. “This reflects our rigorous standards, and our outstanding agents’ ability to bring the highest level of focus and quality to all customers at every touchpoint. Small- and medium-sized businesses rely on iContact to help their businesses grow and succeed through email and social media marketing.”
Every day, iContact polls its customers to determine their level of satisfaction. The company consistently exceeds its service-level performance goal, averaging more than 88 percent on the surveys. iContact’s customers enjoy responsive, educated, and high-quality service center support, available to them via chat, phone, and email.
The award was presented at the recent Annual Call Center Exhibition (ACCE) to the best call centers in the world to celebrate excellence in ICMI’s global membership of thousands of call center professionals.
The International Customer Management Institute is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve contact center operations, empower contact center employees, and enhance customer loyalty. ICMI’s experienced and dedicated team of industry insiders, analysts, and consultants is committed to providing uncompromised objectivity and results-oriented vision through the organization’s respected lineup of professional services including: training and certification, consulting, events, and informational resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry. For more information, visit www.icmi.com.
iContact is a purpose-driven company based in Raleigh, NC, working to make email marketing and social marketing easy so that small and midsized companies and causes can grow and succeed. Founded in 2003, iContact has more than 300 employees and more than 700,000 users of its leading email marketing software. iContact also provides the event marketing platform Ettend. As a B Corporation, iContact utilizes the 4-1s Corporate Social Responsibility Model, donating 1% of employee time to community volunteering, 1% of payroll, 1% of equity, and 1% of product to its local and global community as part of its social mission. iContact works hard to maintain a fun, creative, energetic, challenging, and community-oriented company culture. Visit us on online at iContact.com, on Twitter @iContact, at iContact LinkedIn Group and on our Facebook Fan page.