PROFILE

• Global provider of integrated CRM solutions which identify, acquire, maintain, service, measure and maximize the lifetime value of customers for our clients
• Operates 47 outsourced contact centers for a wide-range of clients (12 in Canada)
• Leaders in multi-lingual and multi-national CRM solutions
• Partners with proven technology leaders to deliver a best-of-breed, integrated CRM solution

WHY ICT GROUP INC.?

• Established Management team
• Quality Labor
• Experienced Quality Assurance, Training, Systems and Account Management staff
• Strong financial position
• Leading edge technology
• Commitment to excellence
• Flexible, creative, cost effective solutions

OUR STRENGTHS

• Track Record of Innovation to Help Clients Stay Ahead of Competition
• Commitment to Exceed our Clients' Needs and Expectations
• Experience to Deliver Quality Results that Build Customer Loyalty and Retention

TECHNICAL SUPPORT

Total solution providing:

• Qualified dedicated personnel
• Speedy issue resolution
• Accurate tracking of problem areas
• A good work environment
• Equal employment opportunities

INDUSTRY EXPERTISE

• Insurance
• Telecommunications
• E-Commerce
• Financial Services
• Media & IT
• Healthcare
• Energy Services
• Consumer Services

SERVICE OFFERINGS

Domestic CRM sales and services solutions include:

• Inbound and Outbound Telesales
• Lead generation and appointment setting
• Customer Service
• Product support/help desk and retention sales
• Industry-specific applications

QUALITY SALES AND SERVICE DELIVERY

• Highly trained, professional customer sales and service representatives
• ISO-9002 certified quality assurance procedures
• Industry-specialized operations and account management staff
• Performance-based incentives promoting quality and continuous improvement
• Client-targeted recruiting, screening and hiring
• Personalized, one-on-one relationship building
• Above average agent retention rates

QUALITY COMMITMENT: ISO - 9002 CERTIFIED

• Stringent Internal Quality Processes
• Initial Certification in 1998
• Semi-annual audits

ICT Quality Policy

The ICT GROUP, Inc. will meet its clients' expectations through effectively managing our activities in the business areas we operate, principally the management operations, and control of telemarketing and customer care services.

We achieve these results by understanding our clients' requirements, providing resources to perform contracted services, selecting and training qualified employees, examining and verifying processes and results, and applying correction and improvement in all areas of our organization.

To assure the successful fulfillment of our commitments to our clients, we will maintain a quality system conforming with ISO 9002.

AWARDS AND RECOGNITION

Corporate Recognition

• "Among the 200 Best Small Companies in America."Forbes
• "One of the Top 10 global performers." - Customer Inter@ction Solutions
• "100 Fastest Growing Small Public Companies in America" - Fortune Small Business

ICT'S SCALE BENEFITS ALL CLIENTS

• 47 contact centers in USA, Canada, Europe, Australia and the Pacific Rim
• More than 5,000 automated workstations
• More than 500 professionals and more than 8,000 service representatives
• Learning curve minimized

COMPETITIVE STRENGTHS

• Vertical industry specialization
• Experienced management team
• Multi-lingual, international operations
• Technology and quality leadership
• Financial stability
• Customized and cost-efficient solutions
• Fully integrated contact centers
• Value-added CRM solutions
• Outsourced, Co-Sourced and Hosted offerings

WHAT DO OUR CLIENTS EXPECT FROM THE ICT TEAM?

• ICT Group concentrates on developing telesolutions for select high-growth industries. Each focus industry has a dedicated operations, account management and sales staff. This industry focus gives us the expertise to serve as a partner to our clients in their marketing and customer support initiatives.
• ICT's role is to attract and retain key people who match the needs and compliment the characteristics of our clients. This truly makes the partnership work.

WHAT ICT EXPECTS FROM YOU...

• Respect for the training and management staff as well as each other
• Be on time for class and for your shift upon completion of training
• Ask questions
• Enthusiasm and customer friendly skills on the phone
• Stand out as a great Telephone Service Representative, it will be noticed by customers, those around you and Management
• Continuous improvement techniques
• Have a little fun and learn a new career

WHAT ICT WILL PROVIDE TO YOU...

• Paid Training
• A challenging learning environment
• Respect for you as an individual and team member
• An opportunity to learn new skills & advancement
• Individual and Team Incentives
• Fun work environment to be a part of …

ICT INCENTIVES & BENEFITS

• Weekly pay
• Commission based on sales performance
• Increase hourly wage at regular intervals
• Retirement savings packages
• Health Care Benefits

Benefits Program

• ICT Group offers a complete benefit program to employees working at least 24 hours a week. The waiting period for benefits is 90 days.
• Employees may elect either Individual or Family coverage.
• Contributions are deducted on a weekly basis from your pay cheque.
• Includes AD&D benefits / major medical, dental, vision care and travel benefits.
• Contributory RRSP's.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

ICT GROUP, Inc. is committed to ensuring equal employment opportunity. All employment decisions, policies and practices are in accordance with applicable federal, provincial, and local anti-discrimination laws. The Company will not engage in or tolerate unlawful discrimination (including any form of unlawful harassment) on account of a person's gender, age, race, color, religion, creed, sexual preference or orientation, marital status, national origin, ancestry, citizenship, military status, handicap, disability, or membership in any other protected group.

CURRENT CAREER OPPORTUNITIES

	Career Title	Location	Date Posted	Region
	Instructional Technology Specialist	Halifax	May 12, 2008
	Home Based Customer Service Agents	Halifax	April 28, 2008
	Quality Assurance / Training Manager	Sherbrooke	April 23, 2008
	Payroll Administrator	Saint John	April 21, 2008
	Mobility Customer Service Positions	Riverview	April 16, 2008
	Tech Support High Speed Internet	Miramichi	April 16, 2008
	Inbound Customer Service	Saint John	April 16, 2008
	Bilingual Telecom Sales Specialist	Miramichi	April 16, 2008
	Bilingual Mobility Customer Service Positions	Riverview	April 16, 2008
	Inbound Call Centre Operations Manager	Saint John	April 10, 2008
	Home-Based Customer Service Agents	Halifax, Halifax Regional Municipality	March 28, 2008
	IT Systems Administrator	Sydney	March 20, 2008
	IT Systems Administrator	Saint John	March 20, 2008