Achieving seamless service on every platform.

Our omni-channel contact centre services are readily available to support your customers around the clock, 365 days a year.

What are the benefits of an omni-channel service?

By definition omni-channel means to have more than one channel, but to offer an omni-channel service means to take the customer experience to another level by integrating all channels into one.

Improved Customer Satisfaction.

Being easy to reach already makes the customer's journey easier. Simply put, faster resolution rate means higher satisfaction, and ultimately better return.

In fact, a 2019 Omnisend study reports a whopping 250% more engagement for omnichannel marketers than single-channel marketers (18.96% vs 5.4%).

Seamless Customer Experience.

Every interaction matters and despite changing channels, the ability for the customer to be able to pick up right where they left off will definitely wow them.

Your customers won't have to repeat their issues over and over. And eventually getting to understand your customers will ultimately help you in delivering a tailor-made experience.

Take CX to Another Level.

Your customers will feel whether you care for them or not. According to research carried out by Adobe, companies with a strong omnichannel customer engagement strategy see a 10% growth year-over-year.

Don't miss out on opportunities to engage with new and existing clients, just because you are confined to one or just a few platforms or channels.

In today’s hyper connected world, offering good customer service also means comprehensive channel coverage ensuring that customers have their preferred contact channel readily available.

Our Contact Centre Services are typically offered as follows:

Interactive Voice Response System (IVR).

Our IVR System allows us to cater for automated messages to address repetitive scripted queries, but also the possibility of having Automatic or Live Message taking, allowing you to address queries in busy periods or outside of office hours with a call back to the customer at a more convenient time for them.

First Line & Technical Support via Telephone.

We have the skillset to assist your customers with the most basic queries up until the most technical ones, always aiming to provide your customers with a first contact resolution service.

Customer Support via Email or SMS Channels.

Whether the customer reaches out through an email, or an SMS channel like Whatsapp, we will ensure your customer is provided an efficient service, just as if s/he were a phone call away.

Social Media Community Management via All Platforms.

Our ticket management system allows us to handle any feedback or queries received as direct messages as well as comments/tweets on your social media pages as if they were any other correspondence.

Social Media Listening.

We will collect data from social and online channels such as social media groups and pages, blogs, online newspapers, etc. where your brand or related keywords are mentioned, and track such mentions to analyse this data. Through this service, your business can stay ahead of the curve and proactively take strategic decisions based on customer behaviour, resulting in an improved brand reputation and increased customer satisfaction.

Chatbots.

We have the tools to create an automated virtual customer assistant, also referred to as a chatbot, to provide 24/7 instant response to any of your customer's most common queries. Our Digital Communication Specialists behind the scenes will be continuously monitoring all the automated chatbot interactions to ensure that the chatbot's knowledge is maintained and increased to provide your customers with the right information, no matter how the questions are posed, and in what language.

Live Chat.

While our chatbots never get tired of helping out, you will still have some customers who prefer human interaction, and that is why we can offer customer service via live chat, allowing you to provide the same service you would typically provide through other channels. Your customers can also have the option to attach images, files or documents, and you can also give them the option to video chat with our Customer Service Agents.

Why choose us?

Why we are the most desirable service provider?

Experienced.

Our team use their experience from working with different clients from different industries, to provide a more enhanced and knowledgeable output to any client that comes aboard.

Convenient.

We will ensure your customer is provided an efficient service, just as if they were sitting infront of us.

Friendly Support.

We know that above anything else, your customers want to be heard, listened to, and ultimately supported – we deliver all that with a friendly smile.

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