Centrecom Ltd is a one-stop-shop contact and back-office operations centre. We are your face to the world, and where the world expects you to speak its language. Centrecom started life as a spin-off of the airline business and today can boast a vast and specialised service package that includes customer care, ticketing, billing, fare structures, interlining, travel alliances and other aspects of the airline, travel and tourism sectors.
The air travel industry is our heritage. However, we have since opened our doors to offer our know-how in customer care to clients in other sectors too. We also work in tandem with a partner company within the World Aviation Group, BPO Services Ltd, which offers a complete range of back-office accounting and administrative functions to the air travel industry and other clients.
Together, Centrecom Ltd and BPO Services Ltd offer a compelling reason to relocate both front and back-office support services to Malta.
Core Services
At Centrecom, our priority is to ensure that outsourcing to us makes economic sense to you. We take over your ancillary services, cost effectively and efficiently, to allow you to concentrate on your core business. This is how we add value to your operations.
We help you plan your decision to outsource to ensure it is in line with your corporate responsibilities. The move from in-house to outsourcing is something we know about well at Centrecom; it’s the reason we came into being when one of our founding partners, Air Malta, took the decision to outsource its non-core business.
We operate efficiently as well as flexibly and put our performance under constant scrutiny. To ensure we deliver on promise, we draw up service-level agreements and provide periodic, detailed performance data at intervals agreed upon with our Clients.
Our Service Centre includes:
| Inbound Call Handling
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- Sales & Fulfillment
- Call overflow
- Product Specific
- Language Specific
- Website Support
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| Outbound Call Handling |
- Market Surveys
- Telesales
- Customer acquisition
- Positioning & bench-marking
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| Help desk |
- Concierge Messaging
- Operator-helpline
- Reception desk
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Specialized Services |
- Customer care including Baggage services
- Loyalty programs
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Technology
Centrecom deploys best-of-breed software and hardware. The contact centre is fully-equipped with the latest AVAYA system, a market leader in systems designed for our sector. This enables us to interact with your customers using all communications channels – email, fax and chat – and gives us the tools to offer a full range of sales fulfilment services.