ICE - Powered by Innovation
Global Call Center Operations

ICE's state of the art, international call center operations provide scalable and production-tested solution using the latest technologies and industry best-practices in terms of sales, support and client services.

Scottsdale Call Center

  • Close to 900 call center staff including inbound and outbound Personal Vacation Consultants, Frontline Supervisors, Managers and Operations Command
  • San Diego, California satellite location – core sales and customer service
  • Home Based Agents – capacity to support 350 agents

European Call Centre

  • Cork, Ireland – More than 120 Sales call centre staff – supporting 12 languages and 17 countries
  • Kettering, England – 15 plus Marketing, Administration and Accounting personnel – Home Agent capacity to support 150 agents
  • Satellite Offices – 40 plus Sales call centre staff in Spain, Portugal and Belgium

Australian and Southeast Asia Call Centre

  • Gold Coast, Australia – 75 plus Sales and Customer Service call centre staff – 25 plus Management, Operations and Administration
  • Singapore – Sales and Customer Service
  • Home Based Agents – capacity to support 50 plus agents

Languages Spoken Globally

  • In the US – English, Spanish, French and German
  • In Europe – English, French, German, Spanish, Portuguese, Italian, Flemish, Hungarian, Dutch, Finnish, Swedish, Norwegian, Russian
  • In Australia and Southeast Asia – English, Mandarin Chinese, Malaysian

Call Handling

  • ICE is equipped with technology and manpower to handle a large volume of inbound and outbound calls with speed
  • Inbound call center will handle more than 1.7 million calls in 2010
  • Due to our call center size and growth demands, ICE has the latest call center automation and we consistently upgrade our training, technology platforms and infrastructure

Call Center Culture, Standards, Metrics and Security

ICE is performance driven and has a strong system in place to manage performance. Our continued success depends on maintaining a loyal customer base which requires exceeding expectations. Our agents own the customer care process from start to finish. Our employees are fairly compensated and rewarded based on individual and team performance. The highest security standards are in place at ICE as data security is a top priority.

Call Center Awards

  • CRM 2008 Service Elite Award for Workforce Management
  • Ventana Research 2007 Business Intelligence and Performance Management Leadership Awards Finalist
  • Society of Workforce Planning Professionals
    • Workforce Manager of the Year
  • Frost & Sullivan Live Webcast to the Call Center Community
    • Topic: Driving Bottom Line Results from the Contact Center: Generating Revenue, Improving Performance and Optimizing Strategic Decisions
  • Info World 100 Nomination
    • Category: Contact Center Performance Optimization Initiative
  • Member of QATC (Quality Assurance and Training Connection)
  • Member of CCNG (Call Center Network Group)