ICR’s Call Center has been built to provide personalized customer service to immigrants that buy prepaid telecommunication services in the United States. The call center operates 24/7.  Currently there is a maximum capacity of 50 concurrent operators.  Since the main system is VoIP based, new operator positions can be added within hours.

Human-to-human communication is our priority, but ICR also understands the importance of utilizing advanced tools to manage, report and review cases. ICR’s Customer Service website is fully integrated into the trouble ticketing system for monitoring and follow-up.

ICR’s Customer Service gives you the ability to download performance reports that can be generated at any time to show you daily statistics followed by a monthly roll-up.

Features:

1. ★ All Customer Care Representatives are native Spanish speakers and are fluent in English.
   
   

2. ★ The Call Center’s core focus is to serve inbound Customer Service calls.
   
   

3. ★ Customer Care Representatives have immediate access to detailed information on every prepaid product.
   
   

4. ★ Wait time for 95% of inbound calls is under 3 minutes.