What Centrecom does

Centrecom is a Malta-headquartered business process outsourcing (BPO) company operating omni-channel contact centre, back-office, and specialised airline services for enterprise and public-sector clients. Founded in 1989 with deep roots in the airline industry, the company has built delivery infrastructure across seven countries — Malta (HQ), Fiji, Australia, New Zealand, USA, Libya, and Morocco — staffed by approximately 2,000 employees supporting 15+ languages, and processes 6+ million customer contacts and 5+ million back-office transactions annually. Its service portfolio spans omni-channel contact centre operations, data inputting, document management, outbound calling, crisis and disruption management, front-office customer service, and reception/concierge services. A core differentiator is its Specialised Airline Services line, which integrates directly with the three major global distribution systems — SABRE, AMADEUS, and GALILEO — to handle flight reservations, ticketing, ancillary services, medical requests, corporate bookings, and refund applications on behalf of airline clients.

Centrecom generates revenue through managed-services outsourcing contracts priced on a quote basis, with no public pricing tiers. Its go-to-market is sales-led, targeting enterprise and government accounts (including Air Malta, Emirates, British Airways, Qantas, Etihad, Vodafone, Bank of Valletta, Atlas Insurance, and multiple Maltese ministries) through direct outreach, case-study marketing, testimonials, and a request-a-quote web funnel. The company operates two wholly-owned aviation subsidiaries — Aviation Online Pty Ltd (Australia) and Aviation Online Europe — that extend into GSA (General Sales Agent) representation and airline sales activities. Centrecom is privately held with no disclosed external funding, M&A activity, or public-market participation.

Technically, Centrecom combines industry-certified GDS integrations with a multilingual delivery model to serve clients whose customer interactions require both domain expertise (e.g., revenue accounting, booking logic) and language coverage, including niche pairings such as Fijian, Maori, Maltese, Arabic, Hindi, and Urdu that are difficult to assemble at scale. Founder-level airline experience of 70+ combined years anchors its sales narrative and operational know-how. No proprietary AI/ML, patents, certifications, or compliance accreditations were disclosed in the source material.

Name

Centrecom

Legal name

Centrecom Ltd

Website

https://centrecom.eu

Company type

Private

Founded year

1989

Operating status

Operating

Headcount range

251–500 employees

Short description

Centrecom is a Malta-headquartered BPO and contact-centre outsourcer operating across 7 countries with 2,000 multilingual staff, delivering omni-channel customer service, back-office processing, and specialised airline GDS-integrated (SABRE, AMADEUS, GALILEO) support to enterprise, government, and airline clients globally.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing

NAICS

Business Service Centers (56143), Office Administrative Services (5611)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

General Customer Service (Order/Account/Inquiries) (BPAAABAA), Billing, Payments & Account Administration Centers (BPAAAAAF)

Keywords

• Contact centre services
• Business process outsourcing
• Airline reservations support
• Back office outsourcing
• Multilingual customer support

Headquarters

HQ city

Mosta

HQ country

Malta

HQ region

Europe

Offices7 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. BPO and Contact Centre Services: Revenue generated from providing outsourced business process services including contact centre operations, back office administration, and specialized airline services. Services are delivered on behalf of client organizations with pricing likely structured as managed services contracts.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels6 records

Core offering

Centrecom is a Business Process Outsourcing (BPO) partner providing omni-channel contact centre services, back office administration, and specialised airline services (flight reservations, ticketing, revenue accounting, GSA representation). The company operates 24/7/365 across seven global offices with a workforce of approximately 2,000 employees delivering services in 15+ languages for enterprise clients.

Product overview

Centrecom is a Business Process Outsourcing (BPO) company offering a comprehensive portfolio of interconnected services built around contact centre operations. The core offering consists of Contact Centre Services (omni-channel support), Back Office Services (administrative processing), and Specialised Airline Services (GDS-integrated reservations and ticketing). These are complemented by supporting modules including Data Inputting Services, Document Management, Outbound Services, Crisis Management, Front Office Customer Service, and Reception/Concierge Services. The company operates since 1989 with global presence across Malta, Fiji, Australia, New Zealand, USA, Libya, and Morocco, serving over 2000 employees handling 6+ million contacts and 5+ million back office transactions yearly.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Centre Services Omni-channel contact centre services operating 365 days a year, providing customer-centric support across multiple communication channels including voice, email, chat, and social media, with holistic insight into the customer journey for enterprise clients.
• Back Office Services Outsourced back-office and administration process services including micro-services for high-quality administrative support, handling back office transactions from simple to complex processes for SMEs and enterprises.
• Specialised Airline Services Industry-specific services for airlines including multi-lingual omni-channel contact centre support, flight reservations and ticketing using major booking systems (SABRE, AMADEUS, GALILEO), ancillary services, medical requests, corporate bookings, refund applications, and revenue accounting.
• Data Inputting Services Data input and processing services for accurate and efficient handling of data entry tasks as part of the back office service portfolio.
• Document Management Professional document management services for efficient handling, archiving, and processing of business documents.
• Outbound Services Outbound calling services for sales, surveys, customer outreach, and proactive communication needs on behalf of client organisations.
• Omni-Channel Customer Service Integrated customer service across multiple channels including voice, email, chat, and social media for seamless customer experience delivery.
• Crisis and Disruption Management Services Specialised services for managing customer communications during crisis situations and business disruption events, particularly for airline operations.
• Front Office Customer Service Frontline customer service operations acting as the face of the business for client organisations across multiple channels.
• Reception/Concierge Services Professional reception and concierge services for managing customer-facing interactions and inquiries on behalf of client organisations.

Named customers39 records

Segments5 records

Ideal customer profiles5 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration3 records

Feature3 records

Partnerships

One partnership is on record.

• Aviation OnlinecoreOthersAviation Online operates as a related entity under the Centrecom umbrella, providing aviation-specific services. The company has separate websites for Aviation Online Australia and Aviation Online Europe, indicating a closely integrated operational structure. Services include GSA (General Sales Agent) services, airline representation, and revenue accounting.

Scale indicators6 records

Recent moves5 records

Expansion highlights5 records

Direct peers

• Competence Call Center: Vienna-headquartered mid-sized European BPO specializing in multilingual customer service outsourcing across Europe and beyond. Highly comparable to Centrecom as a similarly sized multilingual contact center competitor targeting enterprise clients.
• Transcom: European-headquartered mid-market BPO operating multilingual contact centers worldwide, focused on customer experience, sales, and technical support. Closely comparable to Centrecom in size, multi-shore delivery model, and multilingual service mix.

Broad incumbents

• TELUS International: Digital customer experience provider with multilingual contact center delivery across multiple continents. Direct comparable on enterprise omnichannel CX outsourcing, including airline-adjacent and government segments.
• Arvato: Bertelsmann-owned BPO providing customer experience, finance & accounting, and back-office services globally. Comparable to Centrecom on enterprise contact center and back-office outsourcing with European roots.
• Teleperformance: Global leader in outsourced customer experience management with omnichannel contact center and back-office services across verticals including airlines, telco, and government. Most directly comparable as a large-scale multilingual BPO competing for the same enterprise RFPs as Centrecom, but with vastly larger scale and broader geographic reach.
• Concentrix: Major global BPO and customer experience provider serving airlines, telcos, e-commerce, and government with multilingual delivery across dozens of countries. Closely comparable on omnichannel and back-office services and overlapping in airline vertical with Centrecom.
• TTEC: US-headquartered customer experience and digital BPO operating multilingual contact centers worldwide. Comparable to Centrecom on omnichannel customer service and back-office processing for enterprise and government clients.
• Foundever: BPO formed from the merger of Sitel and StarTek, providing customer experience, sales, and back-office outsourcing at global scale. Comparable as a direct competitor offering similar contact center and back-office services to enterprise clients including those in aviation-adjacent verticals.
• Majorel: Global customer experience BPO with strong European and emerging-market delivery (now part of the Concentrix/Majorel combined group). Overlaps with Centrecom on multilingual omnichannel services for telcos, airlines, and consumer brands.

Emerging players

• Accelya: Airline industry specialist offering revenue accounting and commercial solutions to airlines globally. Direct niche comparable to Centrecom's specialised airline services and revenue accounting offerings, with deep airline-domain focus.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/CentrecomEU

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Subsidiaries2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Centrecom