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Why iContact?

BPX. Brand, People, Experience

iContact has years of experience serving international clients across multiple time zones, notably in the US. Our success grew organically, not to be the biggest, but from a love and commitment to serve our clients and nurture and develop our people. Passion, an agile and pragmatic approach in how we work with you, a highly experienced management team, quality people, world-class operations, technology, and analytics are the reason our clients choose us, and stay with us as their BPO destination of choice for value, but not at the cost of their brand, culture, or customer experience.

Put simply, specialist brands choose iContact as their highly specialized value-based BPO partner to safeguard their brand, culture, and customer experience.

iContact is part of the Alefbet Holdings Group, a Global Business Services powerhouse employing 1200 full time employees across its various BPO businesses specializing in multi-channel customer service and first-party collections for global organizations.

iContact’s strategic locations in Cape Town and Johannesburg (South Africa) and Atlanta (USA), together with our advanced business intelligence tools, data analytics capabilities, skilled leadership, educated skills pool, and impact sourcing present our clients with an unrivalled BPO value proposition.

As our client, you can look forward to a highly-personalized experience proactively led by our senior Leadership team to deliver exceptional customer service, innovation and continuous improvement.

We’ve captured our delivery ethos in BPX. our proprietary outsource methodology/platform that consistently delivers extraordinary customer experiences!

iContact by the Numbers

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South Africa

   Destination of Choice

South Africa voted #1 BPO Destination

South Africa was voted as the most favored offshore Business Process Outsourcing (BPO) destination in 2021, according to Ryan Strategic Advisory Front Office BPO Omnibus Survey. South Africa placed first out of 53 different locations beating India, which took first in 2020.

Leadership Team

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Clinton Cohen
Chief Executive Officer

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David Hood
Chief Operations Officer

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Daniel Shapiro
Director and Co-founder

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Yaron Shapiro
Director and Co-founder

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Nicole Thavarin
General Manager: People

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Mli Sibanda
General Manager : Compliance & Quality Assurance

C ertifications

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Certificate
of Compliance

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Certificate
of Membership

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Certificate
of Membership

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Certificate
of Registration

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Certificate
of Registration

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Certificate
of Registration

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Certificate
of Registration

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HIPPA Certificate
of Compliance

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Certificate
of Completion

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BPESA Badge
of Membership

CCMG Badge
of Membership

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Putting the EX in your CX: Can Culture be Outsourced?

Part 5 of this Series navigates the choppy waters of culture custodianship amid a Customer Service or CX outsourcing decision, and how to land safely!

The connections between Customer Experience (CX) and Employee Experience (EX) are causal and inextricable. It’s tough enough managing this on an in-house basis. What more then, if you’re one of the progressive businesses embarking on a customer service or CX outsourcing mission?

Download our paper now

CashCo: Scaling CX for small- midsized business (SMB)

The story of how CashCo Financial Services Chairman and CEO, Michael Rosenberg scaled his specialized instalment loan business across states while levelling up customer experience and service

CashCo Financial Services CEO Michael Rosenberg faced challenges in scaling the loan business. Wanting to grow without high capital expenses, he considered outsourcing. However, skepticism arose due to the company’s niche focus on personalized customer service. Michael sought a BPO partner to enhance customer experience and navigate the uncertain economic landscape.

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How Small-Midsized Businesses (SMBs) level-up on CX

Growth is never simply a case of expanding operations to achieve economies of scale – it’s also about levelling up and improving on customer experience and service, which for most SMBs is a key competitive differentiator.

Part three of this Series shares how strategic outsourcing can be used by SMBs to scale efficiently, while levelling up on customer experience and service.

Download our paper now

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Icontact - slicing, dicing and slicing cx with slicing and slic.
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How small marketing and businesses can benefit from ccm.

Zwilling: Transforming CX with Strategic Outsourcing.

The story of how heritage knife and kitchen specialist brand Zwilling transformed CX with strategic outsourcing during its greatest growth period in its almost 300-year history.

THE CHALLENGE
The decision to go the CX outsourcing route was driven by the COVID-19 pandemic – with people in lockdown, the heritage brand’s online retail business of kitchenware experienced its greatest growth period in its almost 300-year history.

The client needed an urgent solution to manage the massive influx of calls and enquiries and forge a path back to customer service and experience recovery.

Read on to find out how they did it…..

Download our paper now

A white page with the title io contact - a strategic framework for customer engagement.
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Icontact - slicing, dicing and slicing cx with slicing and slic.
How small marketing and businesses can benefit from ccm.

Download our paper now

A Strategic framework for Customer Experience (CX) Outsourcing

CX, a buzzword only a few years ago, has rapidly become the de facto competitive differentiator for many companies competing on Customer Experience (CX) to win market share, retain customers, and build loyal fans.

Part one of the Series provides a strategic framework for CX-centric companies who are considering outsourcing their customer care.

Download our paper now

The words you are here on a white background.
A white page with the title io contact - a strategic framework for customer engagement.
Icontact - slicing, dicing and slicing cx with slicing and slic.
How small marketing and businesses can benefit from ccm.

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