Centrecom has been working with various government entities for many years. Operations in this sector have been largely strengthened since 2010 when a number of government entities, mostly from Malta joined our client portfolio.
While some departments start off with an overflow service, diverting calls to us when their agents are busy, most departments choose to completely outsource their operations to us and our aim is to provide First Contact Resolution to our clients and their customers. Irrespective of the call Centre’s service set up, the aim is to keep service levels consistent therefore reducing public complaints that can be damaging to the reputation of the entity.
We participate in software and procedural training, which is provided by the client. However, we then devise tailor-made operations manuals based on standard operational procedures (SOPs), in accordance with the client’s requirements and requests. Moreover, we also create a training plan and modules to deliver any subsequent training on the project. Everything is done in-house.
Most government entities have operations that run on customised IT systems. These systems are complex to use and training staff can be demanding and logistically difficult since cost is always an issue and down-time is never an option. Moreover, the data of our clients contains highly sensitive information which requires our staff to process information in compliance with strict regulations and data protection Law.
Today, we have built a highly secure environment coupled with agents and training staff that are very familiar with the knowledge required to create a long-term system that allows the customer to rely on us invariably. We have developed a number of services and service clusters to fulfill the requirements of Government Entities and Departments, always ensuring that we provide added value to our client’s customer service portfolio.
These services are:
- Outsourced Multi Channel Complete coverage Contact Centre Services
- Outbound and Inbound Research
- Premier Contact Centre Services
- Multilingual, 24/7 and Volume based Overflow services
- Software operation and Query resolution