Industry Glossary

Nearshoring is outsourcing of business or IT processes to companies in a nearby country, sometimes sharing a border with your own country, where both parties expect to benefit from one of the following advantages: geographic, time zone, cultural, linguistic, economic, political, or historical linkages. The service outsourced is usually a business process or software development. Centrecom is located between Europe and the Middle East, in Malta which is in the middle of the Mediterranean, it is therefore both culturally and logistically the best place for nearshoring a call centre because of the cultural proximity and the availability of multi-language personnel and first language speakers in a large number of languages. Malta is a melting pot of cultures attracting a large number of nationalities.

Outsourcing is the process of contracting a business function or process of an organization to an independent company and ceasing to perform that process internally where instead it is purchased as a service. Outsourcing your call centre to Centrecom will save you time and money.

Bespoke is an item made to a buyer’s specification also described as personalized or tailored. Close in meaning to terms such as “tailor-made” or “customized”. This is here relevant because Centrecom’s call centre services are tailor-made to your specifications, therefore bespoke.

A Call Centre or Call Center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre administers incoming product support or information inquiries from consumers. Outgoing calls for polling, product services, and debt collection may also be part of this service. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

Customer Retention is the activity that a company undertakes to reduce customer loss. Successful customer retention starts with the first contact an organisation has with a customer and continues throughout the entire lifetime of a relationship. A company’s ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace.

Customer retention is more than giving the customer what they expect, it’s about exceeding their expectations so that they become loyal advocates for your brand.