Case study

Webinar: Unlock and Maximise Customer Experience Through Smart Outsourcing in Malta

In this webinar, hear first-hand experiences from leading international and local clients on how outsourcing to Centrecom in Malta boosts customer satisfaction and efficiency.

Webinar

Malta: The Contact Centre Outsourcing Hub for UK and European Businesses

Against a backdrop of rising wages and staff shortages in the UK and Western Europe, Malta has emerged as an attractive option for contact centre outsourcing.

While the country is known as a brilliant holiday destination, CX leaders are now realising it also offers the perfect mix of ingredients for successful customer service: a talented English-speaking and multilingual workforce, EU membership, and relatively low cost.

To learn more, watch the webinar above featuring 4 fantastic speakers from the travel, utilities and BPO sectors.

This is an interesting watch if you're...

An executive responsible for contact centre, customer service, CX or back office functions serving a UK or European customer-base.

Key Topics Covered:

Why Malta?

Common outsourcing pitfalls and how to avoid them

Success stories from leading international and local clients

How outsourcing to Centrecom supports scalability without compromising service quality

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Fiji: +679 321 2300, Australia: +61 2 9250 9444

Our Testimonials

What our clients say about us.

We worked with Centrecom's Customer Service team for about a year as we re-launched our new sports product onto an updated backend platform. While the team did not have much previous experience in the wagering/esports field, they took their training with the utmost professionalism and truly absorbed all content. Our internal team is based all over the globe and naturally must be flexible with time zones. The team within Centrecom gracefully worked around scheduling and was always on time for scheduled or ad hoc meetings. I would highly recommend the CS services.

Victoria Bardsley eSports Technologies, USA

Centrecom is handling for us all B2C calls and emails in French and in English. From the beginning of the contract negotiation until now, my experience working with Centrecom is positive and enjoyable. Their ‘Can-do-attitude’ combined with their positive mindset and customer focus are some of their key strength. Their time-to-market is outstanding - only 6 weeks after we have signed the contract, Centrecom has hired bi-lingual staff and was fully operational. We did tests with longer opening hours, including w-ends, and nothing was a problem for Centrecom to make it happen. Furthermore, I experience them as reliable, honest and very open for feedback. I am satisfied with this choice we have made, and I can recommend Centrecom for any call center activities.

Daniel Eggenberger Air Tahiti Nui (General Manager), France

We find our Centrecom Fiji IT support team to be very professional, efficient, patient, and adaptable to our clients having various levels of technical experience, with a soft neutral English accent and naturally friendly demeanor. For 3 years, Centrecom Fiji has been successfully handling the full range of our remote IT Tier 1 and Tier 2. We highly recommend Centrecom Fiji for their Tier 1 and 2 IT support capabilities, In particular for NBN and other ISP technical support and fault resolution.

Stephen Rice OzeIT Group Pty Ltd (CEO), Fiji

Centrecom's expertise in the Airline Industry has been paramount to our organisation, and they are always ready to share their knowledge and give their recommendations whenever we consult them for support. Not only is their responsiveness and support efficient and effective, but they offer high quality services. We will always recommend Centrecom for their professionalism and aptitude in the BPO sector. We are very happy to call them our partners.

Sandrine de Saint Sauveur APG Airlines (President & CEO), France

We used Centrecom's Experience in Customer Service to help us understand what our team's understanding is and ultimately optimize the customer experience at Atlas Insurance. We were very pleased with the professionalism and honest advice given by Centrecom, with regards to identifying the training requirements.

Davinia Pirotta Customer Experience Officer, Atlas Insurance

Centrecom in Fiji is an integral part of our Customer Service team for the Oodie providing support across Australia, the UK, and the EU across a 24/7 period. Their passion for customer care is abundantly clear and is reflected by their consistently high performance, commitment to their roles, and understanding of our company. Customer satisfaction is essential to the success of our business and a tracked KPI, it can be seen in our thousands of satisfied customer reviews that Centrecom has our customers' front of mind at all times. I highly recommend the Centrecom Fiji team for Customer Service in the e-commerce space.

Charlotte McClay The Oodie, Fiji

Not only have we been able to save on costs, but the increase in sales conversions and revenues has exceeded all expectations.

Tony Wilson Breakaway Travel Club (CEO), Australia

Centrecom does an excellent job of managing our Department of Social Security calls. The team ensures all information is logged directly into our system and they proactively manage calls ensuring escalations are actioned when needed and our client is kept informed. The Call Centre have done an excellent job tailoring their system to our requirements and are very easy to work with. We have established a partnership based on trust and understanding. Any concerns are dealt with immediately.

Clifford Schembri Ministry for the Family, Children's Rights and Social Solidarity, Malta

Right from the start, Centrecom came in with a set of fresh ideas that allowed us to re-look at the processes we were adopting for Revenue Accounting, and reviewed the same Revenue Accounting Processes to deliver more efficient, effective and where possible, more automated results; thus eliminating any unproductive time, any duplicate processes, and any element for human error. All of this whilst still maintaining an excellent level of quality in their service delivery. It has been a pleasure working with Centrecom and the staff, and I can only rave over the high standards. We are highly satisfied to call them our partners, and we look forward to continuing working with Centrecom in the upcoming years. I wish the company and the team a continued success in their upcoming projects and endeavors.

Omar Bonello Air Malta, Chief Financial Officer

The high level of professionalism shown by Centrecom in the customer service delivery rendered to our entity is highly commendable. Their expertise in the call centre and customer care industries has greatly enhanced our entity’s public image through the excellent service provided to our clients. Looking forward to many more years of business relationship with Centrecom!

George Borg Inland Revenue Office of the Commissioner for Revenue, Malta