Omni-Channel Customer Service
Supporting customers through their preferred contact channel.
In today’s hyper connected world, offering good customer service also means comprehensive channel coverage ensuring that customers have their preferred contact channel readily avalable. However, customers are also expecting a seamless experience between the various contact platforms. Customers that do not experience first contact resolution tend to go cross channel. This is where a seamless experience through an omni-channel contact centre service can help prevent friction with customers.
Centrecom has invested in the highest technology to ensure that its clients' customers have all the contact channels available, so whether it's telephone, emails, chat or any of the social media platforms, customer support is readily available and highly responsive.
We have developed a number of contact centre services that help our clients, big and small, get access to an omnichannel support function. Our omnichannel contact centre platform allows us to offer service our clients' customers through one platform, ensuring that their customers are given the same message throughout, building a feeling of familiarity and strong rapport with the client’s brand/service.
The most commonly requested packages would entail the following services, however, we also tailor-make packages for more complex set-ups in the various industries.
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.
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.
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.
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.
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 within the CX Journey. Through Centrecom's support in a number of discussions and their facilitation of focus groups with our employees, we have been able to arrive to an agreed way forward with the best options that reflect our training needs and company culture.
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