International Call Center Marketing

What International Call Center Marketing does

International Call Center Marketing (ICM) is a privately held Business Process Outsourcing company founded in 2014 and headquartered in Belgrade, Serbia, with additional operational offices in Niš (Serbia) and Banja Luka (Bosnia and Herzegovina) — five locations in total. The company provides outsourced customer interaction and back-office services including inbound call handling, outbound telemarketing campaigns, customer contact services, back-office administration, controlling, HR support, and order management for e-commerce clients. Core delivery is human-agent-based, executed by a workforce of 120+ multilingual agents, with German-language proficiency as the primary differentiator and additional coverage in Serbian and English, with stated intent to expand into French, Italian, and Spanish. The technology stack is conventional BPO infrastructure — there is no proprietary platform, API, or SDK, and no disclosed AI/ML capabilities.

ICM's go-to-market is a direct B2B sales motion targeting enterprise clients in the DACH region (Germany, Austria, Switzerland) and, to a lesser extent, the Western Balkans. The company positions itself around a cost-advantaged Western Balkans delivery model combined with German-language fluency, enabling clients to outsource non-core processes while focusing on their primary business. The only publicly named customer is MTEL Austria, a telecommunications operator serving Serbian, Bosnian, and Montenegrin diaspora communities in Austria, though the company references long-term partnerships with multiple leading enterprises across telecommunications, airlines, and other verticals. Pricing is not publicly disclosed; revenue is generated through managed-service contracts structured around dedicated agents and SLAs.

ICM is registered as a private limited company (d.o.o.) in Serbia under the legal name INTERNATIONAL CALL CENTER MARKETING ICCM d.o.o., with no disclosed external investors, parent company, funding rounds, acquisitions, or M&A activity. Leadership consists of Executive Officer Radoslav Stojanovski, Chief Organization Officer Tanja Radulović, and Head of Marketing & Recruiting Tina Plemić, supported by site managers, team managers, and operations staff across the multi-site footprint. Marketing channels include a bilingual (English/German) blog, LinkedIn (15,000+ followers), Facebook, Instagram, and YouTube, used primarily for employer branding and top-of-funnel demand generation.

Name

International Call Center Marketing

Legal name

INTERNATIONAL CALL CENTER MARKETING ICCM d.o.o.

Website

https://ic-marketing.rs

Company type

Private

Founded year

2014

Operating status

Operating

Headcount range

51–100 employees

Short description

International Call Center Marketing (ICM) is a Serbian Business Process Outsourcing company founded in 2014 that delivers multilingual call center, customer support, back-office, and order management services to enterprise clients primarily in the DACH market, operating across five locations with 120+ agents.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Order Management & Customer Fulfillment Support (BPAAAAAE)

Keywords

• Business process outsourcing
• Call center services
• Customer support outsourcing
• Inbound call handling
• Outbound telemarketing

Headquarters

HQ city

Belgrade

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Infrastructure

Revenue model

1. Business Process Outsourcing Services: Providing comprehensive BPO services including customer service, telemarketing, back office operations, and support services to corporate clients. Revenue generated through service contracts with enterprise clients requiring outsourced business processes.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels5 records

Core offering

International Call Center Marketing (ICM) is a Business Process Outsourcing (BPO) company that manages daily activities and business correspondence for clients, including outbound calling, inbound call handling, back office operations, controlling, and HR processes. The company specializes in multilingual customer support (German, Serbian, English) primarily serving companies in the DACH market (Germany, Austria, Switzerland). It operates across four locations in Serbia and Bosnia and Herzegovina with 120+ trained agents.

Product overview

International Call Center Marketing (ICM) is a Business Process Outsourcing (BPO) company offering a unified suite of customer interaction and back-office services. The core offering is BPO services encompassing inbound call handling, outbound telemarketing, back office administration, customer contact services, and order management. The company specializes in multilingual support (German, Serbian, English) with ongoing expansion into French, Italian, and Spanish language services. ICM operates across four locations with over 120 agents serving clients primarily in the DACH market.

Differentiator

Problem solved

Functional benefit

Products and services

• Business Process Outsourcing (BPO) Comprehensive outsourcing service that handles daily activities, correspondence, and business processes including outbound and inbound call handling, back office operations, controlling, and HR functions for enterprise clients.
• Inbound Call Center Services Handles incoming customer calls, inquiries, and support requests for clients, managing communication with pre-qualified customers who expect the company's call, across German, Serbian, and English languages.
• Outbound Telemarketing Services Outbound calling campaigns for appointment scheduling with pre-qualified customers, lead generation, brand promotion, and sales support. The company explicitly does not perform cold calling or telephone sales.
• Back Office Administration Services Administrative support including business document management, financial transaction processing, database maintenance, and general office management for clients.
• Customer Contact Service Customer-facing communication services including appointment scheduling, customer conversation documentation, and query handling across multiple languages (German, Serbian, English).
• Order Management Services BPO services focused on order fulfillment, delivery processing, and supply chain coordination for e-commerce and online businesses.

Quantifiable outcome

• Long-term partnerships with leading companies in their respective industries

Named customers1 record

Segments3 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Scale indicators3 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Convergys (now Concentrix): Worldwide customer experience BPO with large Eastern European delivery footprint and deep telecom vertical. Targets the same DACH telecom and airline customer support RFPs that ICM competes for.
• Foundever (Sitel/IBEX): Large multilingual CX outsourcing provider serving telecom and consumer verticals with European delivery including Balkans. Directly comparable offering to ICM's customer contact and sales support services.
• Webhelp (now Concentrix + Webhelp): European-headquartered CX/BPO player combining tele-sales, customer care and back office for DACH clients. Now part of Concentrix, the merged entity competes head-on for German-speaking BPO mandates.
• Teleperformance: Global BPO and customer experience leader with multilingual contact center operations across Eastern Europe, including DACH-focused delivery. A direct competitor for German-speaking outsourced voice and back-office contracts that ICM pursues.
• Transcom Worldwide: Global customer experience outsourcing provider with European near-shore centers serving DACH clients. Competes for similar inbound customer support and outbound campaigns.
• Alorica: US-headquartered CX outsourcing provider with nearshore and offshore multilingual operations across verticals. Overlaps with ICM on inbound voice support and back-office BPO for European clients.
• TTEC (TeleTech Holdings): Large global CX and BPO operator serving telecom, airline and financial services with offshore and nearshore delivery. Competes with ICM for mid-market DACH outsourced support and sales campaigns.
• Majorel / TELUS International: Multilingual CX and BPO operator with significant delivery in Serbia and broader Balkans, serving DACH clients across voice, back office and digital. Overlaps directly with ICM's markets, languages and verticals.

Regional players

• Support Services d.o.o. Beograd: Belgrade-based contact center and BPO operator also focused on DACH-market multilingual services. Comparable scale and language positioning to ICM, competing for the same enterprise contracts in the Western Balkans region.
• VICIdial Serbia / Dialexia (regional players): Smaller Serbian and Balkan-BPO specialists offering German-language voice and back-office outsourcing for DACH clients. Most direct niche competitive overlap with ICM's German-language customer support and outbound services.

Market position

Strengths4 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• YouTubeyoutube.com/channel/UCFIPaGB4swFX1_8ZE1kgjEw
• Facebookfacebook.com/icmarketing.rs
• LinkedInlinkedin.com/company/icm-international-call-center-marketing
• Instagraminstagram.com/icminternational

Revenue estimate

Valuation estimate

Number of profiles

Profiles9 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about International Call Center Marketing