Issue link: https://maltatoday.uberflip.com/i/608340
maltatoday, SUNDAY, 29 NOVEMBER 2015 Gaming in Malta XV Customer care services that go the extra mile World Aviation Group's Centrecom Ltd is an integrated customer contact operation staffed by a multilingual team. Maltatoday caught up with NADIA PACE, CEO of World Aviation Group, to find out what customers can expect from one of the largest contact centres in Malta What services does WAG provide and how has the group evolved since its inception in 1989? World Aviation Group has a 25- year history of service excellence in customer services. Services include offerings to a variety of industries. Our knowledge and expertise cover a variety of industries such as aviation, utilities, e-commerce, online classifieds, finance, iGaming, and tourism. Whatever the industry we offer a range of services; E-commerce Cus- tomer Service, Classifieds Modera- tion and Fraud Prevention, Social Media Listening and Monitoring, Live chat, Multi-Channel and Multi lingual Complete Coverage, Business Proc- ess Outsourcing, Outbound & Inbound Sales Research, Inbound & Premier Services, Payment & Fraud detection for iGaming, Revenue Accounting, Airline booking and ticketing. How do the services offered by BPO Services Ltd differ from those offered by Centrecom Ltd.? Centrecom is a multilingual contact centre whilst BPO Serv- ices offers back office support. Together they offer front and back office services, making us Malta's only complete contact service centre. What are the key benefits of outsourcing to a company like Centrecom? Customer service represents a very important activity of any company. As the first point of contact, customer service is the first impression of prospective customers calling about product queries. It is the most important chain link in the customers' experience because of its func- tion during ordering products and services online or over the phone, and the fulfilment of these orders by your company spilling over into technical, billing and also other after sales issues. During all those moments of cus- tomer contact, offering excellent customer service gives a company the opportunity to improve and reinforce the positive image of its products and the company itself in the eyes of the customer, or, vice versa, to ruin that initially positive image if the service was not as good as expected. Centrecom understands that clients are unique both in their requirements and objectives, so we create individu- ally tailored solutions. We do this by understanding our clients' specific needs and wants and we offer an in- tegrated set of services that support the customer requirement lifecycle. While the main benefit for the out- sourcing of customer service should be a desire to provide the best pos- sible level of service to the custom- ers, the financial savings are also an important aspect. Another benefit is the need to ac- cess the necessary skills that are not easily available inside a company or which would be too expensive for a direct hire, especially for small companies or start-ups. Some such skills could be ability to speak foreign languages at a native speaker level, technical skills, or other professional skills, depending on the company's business Additional savings, which maybe of about 5%, will come from the high efficiency of the processes associated with the customer service provided by an experienced contact centre. This efficiency can be explained by applied advanced technologies and methodologies, regular professional staff training, ability to manage the workloads including peaks and lower volume hours through work shifts and an access to a shared pool of special- ists. What qualities have attracted international companies to your services? We are committed to excellence and are relentless in our attention to quality and detail. As the public face of your company, we understand the importance of continuous training and monitoring to ensure that we deliver outstanding service to your custom- ers, every time. We understand the value of evolving fast through technol- ogy and extending customer support seamlessly across all channels and platforms How do you help with the growth of start-up iGaming companies? Our Overflow services are ideal for gaming start-ups because we can offer the flexibility of basic call centre services (calls, chat, social media and email), with the option of adding lan- guages or more agents anytime this is enquired. Scalability is extremely important when setting up a gaming company as we all know that traffic volumes can change overnight as new trusted affiliates come on board. We have created service packages es- pecially tailored for the busy iGaming start-ups, with potential for scalability and fast growth. We provide volume based pricing that allows you to scale your spending according to the number of customers and therefore have more control on managing your costs and revenue. How about established and growing iGaming companies? What services can you offer them? Our portfolio includes a growing number of iGam- ing and Lottery compa- nies. Over the years we have developed our fraud detection and contact centre experience within the classifieds industry into a service tailored for the iGaming industry. Our services can seamlessly integrate across all touchpoints and platforms providing a frictionless cus- tomer journey on any iGaming site. Our Premier contact centre services can also provide a tailored offering, based on the needs of your VIP affili- ates. This can really help boost your relationship with affiliates as well as your whole business. We also couple this with proactive outbound sales, which can help reactivate old custom- ers and affiliate relationships. How important is fraud detection and what is Centrecom's experience in this area? Our experience with the biggest online classifieds website in the UK gives us unique exposure to thou- sands of fraudulent adverts on a daily basis. This experience is translated into results, including a decrease in the number of victims, pro-active screening for fraudulent listings, dedicated fraud teams experienced in ThreatMetrix and handling user reports. Centrecom support and moderation offers multichannel solution covering voice, e-mail and live-chat; mod- eration specialists in user generated content; pro-active screening of list- ings by a team experienced in policy compliance and integration between customer support and moderation of adverts, replies, cases & fraud. What will be the priorities of the group in 2016? We hope to continue expanding and widening our knowledge and expertise in all the industries such as aviation, utilities, e-commerce, online classi- fieds, finance, iGaming, and tourism. Centrecom will also continue being customer centric in whatever we do, to continue developing our clients and our portfolio. We are committed to excellence and relentless in our attention to quality and detail