What Centrecom Ltd does

Centrecom Limited is a privately held Business Process Outsourcing (BPO) provider founded in 1989 and headquartered in Mosta, Malta. The company operates across seven locations — Malta, Fiji, Australia, New Zealand, USA, Libya, and Morocco — with a workforce of approximately 2,000 employees supporting 15+ languages. Its service portfolio is organized around three pillars: Contact Centre Services (omnichannel customer support across telephone, email, chat, WhatsApp, social media, IVR, and chatbots), Back Office Services (data inputting, document management, payroll, KYC, training), and Specialised Airline Services (GSA representation, airport office management, airline revenue accounting across SABRE/AMADEUS/GALILEO, and 24/7 crisis and disruption management).

The underlying technology stack centres on an omnichannel contact centre platform with integrated IVR, AI-powered chatbots, social media community management, and social media listening/NLP. Aviation-specialized revenue accounting tooling handles interline billing, proration, and multi-currency reconciliation. Third-party integrations include major GDS platforms (SABRE, AMADEUS, GALILEO) and Google Analytics for web analytics. The company is ISO 27001 certified for information security and holds the NCPE Equality Mark recertified for three years in January 2024.

Centrecom's commercial model is enterprise-led, with a sales-led GTM and inside/regional sales teams in Malta, Fiji, and Australia. It supplements outbound sales with event-driven demand generation (webinars on outsourcing topics, industry events) and content-led marketing (case studies, testimonials, blog). Pricing is quote-based per multi-year contract with no publicly disclosed tiers. Customers include major airlines (Qantas, Emirates, British Airways, Air Malta, Air Tahiti Nui, APG), Maltese government bodies (Ministry for the Family, Inland Revenue, Transport Malta), telecommunications (Vodafone), insurance (Atlas Insurance), e-commerce (The Oodie), and IT services (OzeIT Group). Annual contact volume exceeds 6 million and back-office transactions exceed 5 million. Wholly-owned subsidiaries Aviation Online Pty Ltd (Australia) and Aviation Online Europe execute airline GSA and representation services.

Name

Centrecom Ltd

Legal name

Centrecom Limited

Website

https://centrecom.net

Company type

Private

Founded year

1989

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Centrecom Limited is a Malta-headquartered BPO provider founded in 1989, delivering omnichannel contact centre, back-office, and specialised airline services (including revenue accounting, GSA representation, and crisis management) across 7 countries and 15+ languages to enterprise clients in aviation, government, telecommunications, insurance, and e-commerce.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing (BPO) / Contact Centre Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Business Service Centers (56143)

SIC

Services-Facilities Support Management Services (8744), Services-Management Consulting Services (8742)

akta.pro primary industry

General Customer Service & Contact Center Operations (BPAAAAAA)

akta.pro secondary industries

Multilingual & Global Shared-Service Contact Centers (BPAAAAAL), Emergency, After-Hours & Hotline Contact Centers (BPAAAAAK)

Keywords

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

Headquarters

HQ city

Mosta

HQ country

Malta

HQ region

Europe

Offices4 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

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

Revenue model

1. Contact Centre Outsourcing Services: Full-service contact centre outsourcing providing omnichannel customer support across telephone, email, chat, and social media. Services are typically contracted on a per-project or retainer basis for enterprise clients requiring ongoing customer service operations.
2. Back Office Services: BPO services including data inputting, document management, payroll processing, KYC services, and administrative support. Delivered as outsourced operational functions for client organizations.
3. Specialised Airline Services: Airline-specific services including GSA representation, airport office management, flight reservations and ticketing, revenue accounting, and crisis management. Services include exposure to major booking systems (SABRE, AMADEUS, GALILEO).
4. Front Office and Reception Services: On-site or remote front desk and concierge services for client premises, managing appointments, reservations, and customer enquiries.
5. Outbound Services: Telemarketing, survey execution, market research, and outbound customer engagement campaigns. B2B and B2C telesales, seminar registration, and direct mail follow-up services.
6. Aviation Consultancy Services: Professional consulting services for airlines covering customer service optimization, revenue generation, disruption management, and strategic growth backed by 70+ years of industry experience.

Pricing tiers

Go-to-market motion3 records

Distribution channels3 records

Marketing channels7 records

Core offering

Centrecom provides outsourced contact centre and back office services, complemented by specialised airline and aviation support including GSA representation, revenue accounting, and crisis management. The company delivers omnichannel customer service across telephone, email, chat, WhatsApp, social media, and AI chatbots, supporting 15+ languages with approximately 2,000 employees across 7 global locations. Operations are tailored for enterprise and government clients on multi-year contracts.

Product overview

Centrecom Ltd is a Business Process Outsourcing (BPO) company providing contact centre and back office services since 1989. The core offering is an omni-channel contact centre platform supporting telephone, email, chat, social media, and chatbot channels, complemented by specialised airline services and back office solutions. The product portfolio consists of three main pillars: Contact Centre Services (Omni-Channel Customer Service, Crisis and Disruption Management, Front Office Customer Service, Reception/Concierge Services, Outbound Services), Back Office Services (Data Inputting, Document Management, Payroll, KYC, Training), and Specialised Airline Services (GSA and Airport Office Management, Airline Revenue Accounting, Airline and Aviation Consultancy). The company operates across Malta, Fiji, Australia, USA, Morocco, Libya, and New Zealand, supporting 15+ languages with approximately 2000 employees.

Differentiator

Problem solved

Functional benefit

Products and services

• Omni-Channel Customer Service Comprehensive contact centre service supporting multiple communication channels including telephone, email, SMS, WhatsApp, social media, live chat, and chatbots. Features IVR systems, first-line technical support, and social media community management, delivered 24/7/365 to enterprise and government clients.
• Crisis and Disruption Management Services 24/7 crisis centre service available for emergency situations including airline disruptions, data breaches, pandemics, and natural disasters. Includes crisis planning, strategy development, trial crisis drills, and multilingual support with trained agents.
• Front Office Customer Service On-site customer service representatives for businesses requiring face-to-face customer interaction. Handles recruitment, training, onboarding, and day-to-day management of front-office personnel.
• Reception/Concierge Services Management of generic enquiries, appointment scheduling, reservation bookings, and temporary hotline/freephone services for marketing campaigns.
• Outbound Services Outbound calling services including telemarketing, seminar registration, consumer surveys, market research, direct mail follow-up, trade show follow-up, and B2B/B2C sales campaigns.
• Back Office Services Business Process Outsourcing (BPO) services including data inputting, document management, payroll services, KYC services, and training services for administrative support. Marketed specifically to SMEs and start-ups as a flexible alternative to in-house support.
• Data Inputting Services Efficient data entry and management services with data validation, quality audits, and secure storage compliant with data protection regulations.
• Document Management Services Digital document management solutions including digital archiving, secure storage, workflow automation, and compliance support for regulatory requirements.
• Payroll Services Outsourced payroll management services providing efficient and compliant payroll processing.
• KYC Services Know Your Customer verification services to help organisations comply with customer due diligence requirements.
• Training Services

Quantifiable outcome

• 6+ million contacts handled yearly across multiple channels
• +4 more outcomes

Named customers16 records

Segments5 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability5 records

Feature7 records

Scale indicators7 records

Recent moves7 records

Expansion highlights5 records

Direct peers

• ibex (IBEX Holdings): Omnichannel CX and BPO provider with delivery centers across multiple continents, targeting industries including telecoms, financial services, and retail. Comparable mid-sized scale and multilingual delivery.
• VXI Global Solutions: Privately held CX and BPO provider with multilingual, multichannel contact-centre operations. Similar operating model to Centrecom, focused on enterprise clients and digital transformation services.
• TaskUs: Digital outsourcing specialist offering CX, content moderation, and back-office services, often competing for similar enterprise BPO RFPs to Centrecom. Comparable omnichannel platform and AI-enabled service delivery.
• Startek: Mid-market global CX provider offering contact-centre, omnichannel support, and back-office BPO across multiple geographies. Similar positioning to Centrecom in the mid-sized BPO segment.
• Majorel: Mid-sized global BPO specialized in customer experience, content moderation, and trust & safety with comparable multilingual delivery model across EMEA, APAC, and Americas. Recent Take-Twoto acquisition expands scale relative to Centrecom.
• Transcom: Global multilingual customer experience and BPO provider with operations across Europe, the Americas, and APAC. Direct overlap with Centrecom's enterprise contact-centre, back-office, and CX consulting service lines.

Broad incumbents

• Teleperformance: World's largest customer experience/BPO operator with omnichannel contact-centre services across 90+ countries. Directly competes with Centrecom for enterprise multilingual CX contracts while operating at vastly greater scale.
• Foundever (formerly Sitel Group): Large multilingual CX outsourcing group offering contact-centre, back-office, and digital CX services. Competes with Centrecom in enterprise BPO deals across aviation, retail, and financial services.
• Concentrix: Global CX and BPO provider serving many of the same enterprise verticals as Centrecom, including airlines, telecoms, and government. Comparable omnichannel contact-centre delivery and back-office outsourcing footprint.
• TTEC (TeleTech Holdings): Customer experience technology and services company with omnichannel contact-centre and CX design capabilities serving enterprises globally. Comparable service portfolio to Centrecom.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/pacificcentrecomfiji

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

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 Ltd