Professional service that will impress your customers and increase your revenue
Entrust us with the contact with your customers, and we will ensure their satisfaction, loyalty and the full potential of your brand. Our experienced consultants will not only solve problems - they will create relationships that will translate into increased value for your business.
How can we help you?
Hotline
24/7/365
Uninterrupted telephone service 24 hours a day, all days a year, ensuring immediate response to customer needs.
Multichannel
customer service
Professional handling of e-mail, chat, instant messaging and social media in one integrated customer service system.
Specialized hotlines
medical and pharmaceuticals
Dedicated team trained in the basics of medical knowledge, serving patients and medical staff according to the highest industry standards.
Onboarding
customers
Comprehensive implementation and support to start using the product or service, increasing satisfaction and reducing later problems.
Handling complaints
and returns
Efficient implementation of complaint processes and handling of returns with a focus on effective problem solving and maintaining customer satisfaction.
Retention programs
and loyalty programs
Design and implement effective retention activities for customers at risk of churn and programs to increase loyalty.
Support
bookings
Professional booking management of services, appointments and products for customer convenience and efficient use of resources.
Satisfaction surveys
and soliciting feedback
Conducting NPS, CSAT and other surveys and analyzing the results for continuous improvement of service quality.
Why choose ICS Center?
Increase in customer satisfaction
We improve CSAT and NPS satisfaction ratings by an average of 28% in just the first months of cooperation.
Reducing customer churn
Our retention programs are effective in retaining customers considering cancellation by up to 40%.
Specialized competence in medical service
Consultants trained in the basics of medical knowledge, knowledge of industry regulations and handling of emergency situations increase safety and quality of service.
Operating cost savings
Compared to maintaining an internal customer service department, you save up to 35% of your budget.
Immediate scalability
We flexibly adjust the number of consultants to seasonal peaks and falls without additional recruitment costs.
SLA compliance
We meet the established service parameters and response times of 99.5%.
Who is this service for?
Organizations looking for ways to improve service quality and increase customer loyalty.
Companies with extensive product and service offerings.
Medical insurers, medical facilities, pharmaceutical companies and medical equipment manufacturers.
E-commerce and omnichannel companies with large customer bases.
Companies in rapid growth phase that need flexible scaling of customer service.
Businesses that understand modern customer service and are looking for professional call center outsourcing.
What does cooperation with us look like?
At ICS Center, we focus on a transparent cooperation model based on partnerships with clients, offering a comprehensive process tailored to their needs, which includes:
Process and needs analysis
We analyze your current service processes and identify areas for optimization.
Designing a solution
We create dedicated procedures, scripts and service scenarios tailored to your brand.
Recruitment and training of the team
We select consultants with the right competencies and conduct comprehensive training.
Implementation and operational takeoff
We set up service processes with continuous quality monitoring.
Continuous optimization
We regularly analyze data, report and implement improvements.
We support you with technology
CRM & omnichannel systems
We integrate with Hubspot and Freshdesk, among others.
Analytics platforms
Advanced reporting, dashboards and real-time trend analysis.
Speech analytics
Analysis of interviews to identify areas for improvement.
AI assistants
Intelligent consultant support and automation of simple queries.
Case study
How we helped a large network of medical clinics
Business Challenge:
The network of 35 medical facilities struggled with an inefficient telephone service system, long patient waiting times (an average of 8.5 minutes) and 22% missed calls, resulting in lost potential appointments and dissatisfied patients.
Our solutions:
We implemented a dedicated medical hotline with consultants trained in medical procedures, a call prioritization system and integration with an appointment booking system.
Results achieved:
Reduction in waiting time to an average of 45 seconds
Reduce the number of missed calls to less than 5%
Increase in patient satisfaction by 37%
Increase in the number of appointments by 28%
Get a free consultation today
Turn interactions into exceptional experiences for your customers
Get a free consultation today
Turn interactions into exceptional experiences for your customers
Schedule a meeting
Safety and standards
Highest standards of data protection and compliance with RODO
Rigorous information security and data protection procedures
Internal quality management and continuous process improvement system
Data encryption and secure technical infrastructure
Regular safety and compliance audits
Procedures in line with requirements for medical data
Comparison: in-house call center vs outsourcing
Maintaining an in-house customer service department isn't just about higher costs - it's also about scalability limitations, 24/7 availability issues, or the difficulty of providing remote work.We offer a solution that eliminates these challenges. For many companies, it not only saves money, but more importantly, it makes customer service management more efficient and comfortable.
lower cost of the workstation - by up to PLN 2,000 per month
highest flexibility to scale the team - up and down, depending on your needs
lower cost of the workstation - by up to PLN 2,000 per month
24/7 seamless customer service - in multiple languages and channels (phone, email, chat, social media)
Remote work of teams - without the need to invest in offices and infrastructure
Frequently asked questions
Standard implementation time is 2-4 weeks, depending on the complexity of the processes and training requirements.
Yes, we have many years of experience in handling medical and pharmaceutical hotlines. Our consultants are specially trained in the basics of medical knowledge, applicable regulations and emergency procedures.
We use a comprehensive quality management system that includes call monitoring, consultant coaching and regular KPI reporting.
Yes, we offer flexible scaling of the team in both directions to fit your current needs
Includes product, process, system and service standards training for your brand, culminating in certification.
We offer service on an 8/5, 16/7 or 24/7/365 model, depending on the needs of your business.