ICON Communication Centres Reviews

Firstly, thank you for your response and taking the time to outline your experience. We are pleased you enjoyed working with your colleagues - it is ICON's intention to creature a culture where colleagues can thrive therefore enabling healthy colleague relationships. We are obviously concerned by the number of improvement areas you highlight and we'd like to address these one by one where we have enough information to do so. We also urge you to reach out so we can discuss this further as we are an employer with the very best of intentions and whilst we will always acknowledge the need to improve, the picture painted of ICON here is unrecognisable. We will address each point in turn below. Please know that several of your allegations are libellous. "Poor management who act immorally and cover themselves. / People being wrongfully promoted." All ICON leadership attend extensive leadership development education courses and are selected from an open recruitment process. ICON does not recognise or acknowledge the presence of immoral managers​. "Little recognition for hard work. When there is recognition it is short-lived." ICON's bonus structure specifically rewards individuals for achievements of target and productivity milestones. Walls of Fame, quarterly parties, all staff email recognition, certificates, and other rewards for top performers are regular features of the site. The people we recognise are constantly changing as colleagues outperform each other. "Managers swearing and shouting at colleagues." ​This is simply not true as any manager behaving this way would be removed from the business. ICON has strict policies to ensure that this behaviour is not part of ICON's culture. "Meetings for how to improve the company were a waste of time and the time was spent by managers just arguing about why they can't help you." Extreme collaboration and soliciting improvement ideas from colleagues across the business is a valuable way for ICON to gain insight and move forward. ICON is pleased you were able to participate in this process but concerned by your perception of this process and would love to understand more​. "Obnoxious managers (you work at a call-centre, you aren't a big-time sales manager). Managers who cannot do the job themselves tell staff they are not good enough and are only promoted because they get on with other managers." Promotions at ICON are always based on Assessment Centres and a thoroughly transparent recruitment process. Managers work to a strict set of KPIs and their performance is measurable. "People were fired under duress." This is a serious allegation and strenuously denied. This statement is libellous. "Illegal practices." This is a serious allegation and strenuously denied. This statement is libellous. "They keep changing the commission structure so they don't have to pay out when you have good months ." The commission structure is regularly reviewed and aligned with client targets. Changes are always communicated in advance​. More colleagues than ever achieved bonuses throughout Q4 2019 at ICON. "The equipment never works (headsets, computers, chairs etc.)." All equipment is replaced if faulty. This statement is strenuously denied. "They sign mutual termination agreements when it suits them but when you need to leave it just doesn't suit them." Mutual agreements have to be mutual. This is a serious allegation and strenuously denied. "They constantly threaten with dismissal." Simply untrue. This is a serious allegation and strenuously denied.​ If you would like to provide more details, please feel free to contact ICON. Thank you.