By introducing people from different countries into a team-playing environment, Centrecom - a multi-lingual contact centre, one of the core lines of business of World Aviation Group - has created a level of cultural diversity which generates enormous creativity and gives the Group access to some of the best skills worldwide.
With the expansion of the European Union, there is a growing demand for call centres which will operate not just in English but in many languages. Centrecom provides services made up of native speakers in seven different languages including Maltese, English, French, German, Dutch, Flemish and Italian, and plans to provide services in Spanish, Russian and Arabic in the near future.
Centrecom takes pride in its ability to provide services to its clients' customers in their own language, making full use of multiple channels of communication. Recruitment is one of the challenging tasks that any contact centre must get right, and recruiting so many different language skills raises its own complexities. However, World Aviation Group's Human Resources Unit has developed a unique recruitment process, which immediately identifies an applicant's fluency in a particular language, as well as etiquette and soft-skills, allowing professional first-generation people from around the world to work in their mother tongue, giving the Group access to some of the finest skills from around the world.
Centrecom is not the only line of business within World Aviation Group; it runs alongside BPO Services Ltd, a back office operation which caters for a range of specialized processes, with a high focus on Airline Revenue accounting. Another line of business is Aviation Online. This line of business acts as a Marketing & Sales provider for some major airlines in Malta and other territories, providing the travel trade and travelers alike with a network of travel options and destinations worldwide.