Centrecom goes 24/7 after winning two major clients

Centrecom, the Luqa-based international business process outsourcing company and contact centre service provider, has started to operate round-the-clock after signing up the Department of Inland Revenue and is currently finalising terms with a UK-based online IT company.

A new client will move all call centre operations from the UK to Malta

The new clients have widened the scope of Centrecom’s portfolio, which until recently offered services to a host of airlines but which has diversified to include utility company Arms, and Transport Malta, besides Air Malta and Lux Air, sales and marketing manager Nadia Pace told The Sunday Times.

Going round-the-clock is a milestone for the company six years after it was incorporated into the World Aviation Group, co-owned by Air Malta and Cassar Aviation Services Pty of Australia.

Centrecom provides inbound call centre services, first-level customer support and call overflow to its current clients. It has recently channelled considerable investment to expand its range of services which are complemented by its team of mostly native speakers.

“We will now be the call centre for the Department of Inland Revenue following intensive training for our agents,” Ms Pace explained. “This is a very important contract for Centrecom, and will give our pitch more clout as we market. In the meantime, we beat two international bids to win the IT company’s business and is the main reason why we will be operating 24/7. This client will move all call centre operations from the UK to Malta. Our agents will be involved in handling calls to a premium number, back office support, and compliance. There is also the potential for the client to bring other support operations from around Europe to Malta.”

Centrecom, which has a 200-desk call centre, will now recruit more Swedish and German speaking agents to man the additional shifts and bring its working languages to eight. There are also plans to offer services in Arabic, which will enable the company to win business from North Africa, Ms Pace added.

The company has recently rebranded services under the ‘Centrecom’ name to reflect its increased capabilities and its market positioning. Ms Pace said research showed that the group name ‘World Aviation Group’ was hindering some of its marketing efforts to promote its newest services to non-airline industries.

It is now able to provide back office services like revenue accounting, data entry, payroll, and accounting and invoicing, and a range of call centre services including data collection for market research for management consultancies – the only outbound service – first-line customer support, help desk services (recently employed by the National Statistics Office in the recent census), specific campaign facilities, and booking and reservations.

A new website has been launched at www.centrecom.eu to showcase the company’s objective to provide tailor-made services for each client, and to reach consistently higher standards of training for its teams.

Agents undergo constant training in technical and soft skills, and are able to operate within clusters servicing different clients, giving Centrecom operational flexibility.

Ages of team members range between 18 and 50-plus and include students, working mothers, and some retirees. Service levels are monitored by floor supervisors in a bright, colourful environment where motivation, the safeguarding of health and safety, and noise control are priorities.

Now armed with enhanced client and services portfolios, Ms Pace said Centrecom would continue to market its offering at international trade events, on­line, and through networking.