Account Management

A good relationship between Centrecom and our clients is essential for the success of the project. Relationships are effectively managed with regular communication, continual transparency, and by providing the right amount of customisation to fulfil specific client requirements.
 
Our experience in the outsourcing sector means we ensure a successful outsourcing experience by providing dedicated client support available 24/7 to respond to your queries, and help resolve unexpected issues.
A clear and transparent working contract that includes the terms of Service Level Agreements and non-disclosure clauses when required.
 
We assure strict adherence to deadlines and guarantee no unnecessary delays, as well as competitive pricing structures that enable you to earn a good profit whilst improving demand by driving up customer loyalty.

  • Continuous liaising with the SPOC of each client;
  • Holding regular meetings or conference calls to discuss monthly performance, recommendations, product updates, upcoming peaks etc.;
  • Sending automated daily reports on call performance;
  • Sending weekly reports on call performance, back office work, LOBs;
  • Sending monthly high-level reports with an overview of the previous month;
  • Sending internal MEMOs to agents on product updates or new information and holding 1-2-1 sessions when required;
  • Providing agents with feedback and coaching on monthly performance.
 
 


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