How much effort do you put in knowing your customer?
Know Your Customer, or what is more commonly referred to as KYC, is the process carried out by companies and organisations to verify the identity of their customers, either before engaging them in their organisation or during the customer's life span with the organisation. KYC is most common amongst financial and insurance institutions, such as banks, credit companies, and insurance agencies, which would need to verify their customers’ identity and have customers provide other detailed information in order to ensure that these are legitimate and are not involved with corruption, bribery, or money laundering.
Basic identification checks;
- Due diligence services; and
- In-depth document/validation processes.
Basic Identification Checks.
Our basic checks would include validating your customer's basic information, allowing you to gather and validate customer identification information such as name and surname, date of birth, address and identification number. Data would be validated against any proof of documentation you would require such as ID cards, a passport or a driving licence. We can also validate information further, and ask your customers to provide more documents such as proof of address, in order to ensure that the customers you on-board are who they say they are.
Document validation/Application Verification.
Since some companies have a thorough process to on-board customers, we also carry out validation of documents submitted, ensuring that the customer has submitted all the required information to complete the application process. This service can be backed up with customer support, whereby we would reachout to your customer via telephone or email, and follow up on any missing/incomplete information to ensure that the application process is finalised as soon as possible. Ultimately, our KYC services are ongoing, as we also provide monitoring services to ensure stability and minimise any risks that may arise due to a customer's change in status or standings. Ultimately the aim of the ongoing monitoring would be to continuously run a risk-based assessment that would determine the risk value of customers for the company. If you're looking for a reliable service provider, with access to the right tools and expertise to allow you to minimise any risk with your customer portfolio, Centrecom can offer you all this and much more.
We understand that your industry might require further due diligence, conducting more detailed risk assessments such as PEP and Sanction checks. These exercises will ensure that the customer is not black-listed due to corruption cases, or suspected for being involved in any criminal case, or classifies as high risk due to participation in money laundering or bribery; and that the customer is not a Politically Exposed Person (PEPs).
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.
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.
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.
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.
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.
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.
Not only have we been able to save on costs, but the increase in sales conversions and revenues has exceeded all expectations.
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.
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.
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!
Why choose us?
Why we are the most desirable service provider?
We will ensure your customer is provided an efficient service, just as if she were a phone call away.
Our ticket management system allows us to handle any feedback or queries received as direct messages.
Our Digital Communication Specialists at the back of your chatbot will be continuously monitoring.
What we offer?
Our list of provided services.
Back Office Services.
Companies often fall short of giving their business the attention it needs because their key employees are too busy with administrative tasks. Centrecom has the solution: outsourcing of back-office and administration processes. Many companies, especially small but fast-growing SMEs and start-ups, do not consider Business Process Outsourcing (BPO) with the mistaken belief that it will be too costly and inflexible to meet their needs and budgets. However, Centrecom has addressed this issue by offering a range of BPO solutions that encompass a number of micro-services resulting in a high-quality support service package.Know More
Contact Centre Services.
Our omni-channel contact centre services are readily available to support your customers around the clock, 365 days a year. At Centrecom we believe in taking a customer-centric approach and that is why the customer is at the very heart of our operations. Irrespective of the contact channel, or the reason a customer is contacting you, we will ensure to become the eyes and ears of your customer to provide you with a holistic insight into the customer journey so that you may increase your customer engagement.Know More
Specialised Airline Services.
Centrecom’s beginnings are deeply rooted within the Airline and Aviation industry. With its founders having 70+ years’ experience in the Industry, we have worked with many Airlines and Leaders in the field, providing specific airline-related services. We support Airlines with Multi-Lingual and Omni-Channel Contact Centre Services where we manage flight reservations and ticketing on behalf of our partners with exposure to major booking systems such as SABRE, AMADEUS, GALILEO, etc. Through this service, we are able to handle anything from flight reservations, ancillary services, medical requests, corporate bookings, refund applications, and much more.Know More