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.


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.

Our Testimonials

What our clients say about us.

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.


Friendly Support.

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.

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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.

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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.

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Some a Few of Our Clients, Partners & Accreditations.

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