International Call Group delivers inbound customer service, outbound sales, cold calling, lead generation, appointment setting, retention and technical support across Voice, Email, Webchat, WhatsApp, SMS, Facebook Messenger and Telegram. Our footprint spans Dubai, the United Kingdom, Paris, the United States, Durban and Cape Town.
International Call Group is built around people, empowerment, job creation and youth development. We develop trained teams to represent client brands across B2B and B2C customer service, sales, retention and support.
ICG combines that people-first philosophy with structured quality management, coaching, workforce planning and client governance so each programme has clear ownership from mobilisation through to business-as-usual delivery.
ICG’s growth is linked to creating opportunity, building skills and supporting long-term development for the people behind every client programme.
Advisors are prepared to represent the client’s product, process, tone and customer promise — not simply complete transactions.
From customer enquiries and technical support to cold calling, lead generation, appointment setting and sales, ICG supports the full conversation lifecycle.
Quality, performance, information security and client-specific controls are built into the operating rhythm rather than treated as afterthoughts.
ICG configures each programme around the customer type, sales cycle, contact volume, channels, quality requirements and commercial outcomes. B2B and B2C teams therefore operate to the same ICG governance standard while using the workflows and measures that fit each journey.
ICG supports structured business conversations that require prospecting discipline, qualified pipeline, professional follow-up and consistent account communication.
ICG supports higher-volume consumer journeys where response time, empathy, resolution, sales execution, retention and service recovery directly influence the customer experience.
Voice, Email, Webchat, WhatsApp, SMS, Facebook Messenger and Telegram can operate as standalone queues or as one coordinated customer-engagement model. ICG aligns training, quality, escalation and performance controls across the selected channel mix.
ICG’s service portfolio combines the company’s established inbound and outbound capability with B2B and B2C sales, support, retention and digital engagement. Programmes can be single-service or integrated across multiple customer journeys and channels.
ICG handles customer enquiries, complaints, account questions and service requests through structured workflows focused on clear resolution and professional brand representation.
Outbound campaigns are structured around the client’s proposition, target audience and conversion objective, with ICG teams trained to communicate value clearly and move qualified opportunities forward.
ICG’s prospecting teams support campaigns that require targeted outreach, message discipline and qualification before a lead is progressed to the next stage of the sales journey.
ICG supports appointment-setting programmes that connect client sales teams with the right prospects after a structured qualification and scheduling process.
Technical support teams use product knowledge, troubleshooting steps and escalation pathways to help customers resolve issues while maintaining clear case ownership.
Where retention is part of the client journey, ICG structures the conversation around understanding the reason for cancellation, resolving genuine service issues and presenting an appropriate save proposition where one exists.
ICG can manage Voice, Email, Webchat, WhatsApp, SMS, Facebook Messenger and Telegram within one operating model, aligning quality, response management, escalations and reporting across the selected channels.
Back-office and case activity can sit alongside front-line customer support so documentation, follow-up, case progression and administrative workflows stay connected to the customer journey.
International Call Group’s footprint includes Dubai, the United Kingdom, Paris, the United States, Durban and Cape Town. This gives ICG an international client-facing presence while maintaining scalable customer-operations capability in South Africa.
ICG’s South African operations support voice and digital customer programmes with access to English-speaking talent, modern business infrastructure and an operating model designed for international customer journeys.
ICG recruits and develops customer-facing talent for voice, sales, support and digital service roles.
Programmes can be structured around the client’s market, customer journey, operating hours and service expectations.
South African delivery gives ICG a competitive operating base while quality, security and customer outcomes remain governed through the programme.
Workforce planning, training, quality management, team leadership and client reporting are scaled with the programme.
ICG starts with the client’s customer journey and builds the team, workflow, training, quality controls, reporting and governance around the programme before customer contact begins.
ICG maps customer types, channels, contact volumes, operating hours, service requirements, KPIs, escalations and commercial objectives.
Team structure, workflows, scripts, systems, QA controls, reporting and workforce requirements are documented around the agreed scope.
Agents are selected for the programme and trained on product, process, systems, client brand, channel etiquette, quality standards and escalation requirements.
Floor leadership, QA checks, real-time escalation, workforce monitoring and daily reporting support the programme through launch and stabilisation.
ICG uses QA trends, coaching, workforce data, KPI reviews and client governance to close actions and improve performance over time.
ICG configures each programme scorecard around the customer type, channel mix, service objectives and commercial outcomes, then manages those measures through a structured daily and weekly operating rhythm.
Interaction audits, calibration, compliance checks, coaching actions and repeat-failure trends are used to keep quality visible and actionable.
Depending on scope, ICG tracks CSAT, complaints, response times, service-recovery themes, contact drivers and channel-specific experience measures.
Attendance, schedule adherence, service levels, AHT, digital response time, throughput and backlog are monitored against the programme’s operating requirements.
ICG adapts recruitment, training, workflows, channel mix, quality controls and KPIs to the client’s sector and customer journey. The examples below show how the ICG operating model can be configured across different service environments.
Customer onboarding, product support, account enquiries, retention and first-line technical troubleshooting.
Sales, upgrades, service enquiries, billing support, retention, technical support and omnichannel customer care.
Account support, service enquiries, renewals, retention and technical assistance for high-trust customer journeys.
Structured customer support and case workflows where clear communication, process control and governance are essential.
Billing enquiries, renewals, cancellations, retention and ongoing customer support across recurring-revenue journeys.
Order support, delivery queries, returns, service recovery and proactive messaging across voice and digital channels.
B2B lead qualification, appointment setting, account communication, follow-up and administrative support.
Customer and citizen contact-centre workflows that require documented process, information security and consistent service controls.
ICG’s public company philosophy describes its agents as trained brand ambassadors. In practice, that means product knowledge, process discipline, professional communication, customer ownership and coaching must come together before an advisor can represent a client confidently.
Product knowledge. Professional communication. Customer ownership. Quality feedback. One consistent client brand standard.
A coordinated customer engagement model across voice and digital channels, supported by consistent quality, reporting and operational controls.
The ICG Trust Centre brings together published certification evidence, the scope reflected on those documents and a controlled evidence path for procurement, security and operational reviews. It separates publicly viewable certificate copies from validation documents handled through direct client due diligence.
ISO/IEC 27001:2022 is the information-security management certificate included in the ICG Trust Centre. Its documented scope includes contact-centre operations and broader information-technology and communications services.
ISO 9001:2015 and ISO 18295-1:2017 provide ICG’s documented certification evidence across quality management and customer-contact-centre standards.
ISO 45001:2018 provides ICG’s documented occupational health and safety management certification.
ISO 14001:2015 provides ICG’s documented environmental management certification.
The supplied ISO certificates describe a scope covering contact-centre operations together with CRM development, VoIP, IoT, cybersecurity, information security, regulatory compliance and digital transformation for private- and public-sector clients.
ICG Quality Management System certificate. The supplied document lists certificate 19967, issued 1 May 2026 with expiry 30 April 2029 and next audit due 30 April 2027.
ICG Environmental Management System certificate. The supplied document lists certificate E4651, issued 1 May 2026 with expiry 30 April 2029 and next audit due 30 April 2027.
ICG Occupational Health and Safety Management System certificate. The supplied document lists certificate O-3656, issued 1 May 2026 with expiry 30 April 2029 and next audit due 30 April 2027.
ICG Information Security Management System certificate. The supplied document lists certificate I-1790, with expiry 14 July 2028. Its printed next-audit due date is 14 July 2026; request the latest surveillance evidence when current validation is required.
