The Connect Centre Group of Companies is a professionally managed group of outsourced contact centre service providers that concatenates advanced technology with astute levels of sophisticated operational methodologies currently serving companies, agencies and organisations in the government and private sector from a wide spectrum of industries. With the proliferation of third-party contact centre
s in the Asia Pacific region, we know that engaging a complimentary partnership in this arena is a daunting task. As such, having a firm grasp of the intricacies and inherent complexities of customer contact solutions coupled with our focus on customer centricity and agility are core attributes that, we at Connect Centre believe, not only come to the fore when planning and implementing any project but have kept our clients comfortable, satisfied and trusting us over the years. The humble beginnings of the Connect Centre Group of Companies began in September 2004 with Connect Centre Pte Ltd, a social enterprise at the time, handling Yellow Ribbon Projects. From the success of our social enterprise programs, Connect Centre achieved numerous awards and in 2008 started to handle projects that required 24/7 operations. 10 years later, due to the diverse requirements and exigencies of our numerous clientele, we expanded our operations overseas to Johor Bahru, Malaysia in February 2018 with Connect Centre Sdn Bhd and subsequently locally with Web Call Pte Ltd in December 2018. Both companies are wholly owned subsidiaries of Connect Centre Pte Ltd. Connect Centre Pte Ltd and Webcall Pte Ltd being Singapore based companies comprise a committed team of Singaporeans and Singaporean PRs embracing a customer-centric culture. Being locals, our team can instantly connect and effectively communicate with local end-customers through familiar accents and nuances. Our primary language support is in the English, Mandarin and Malay languages. We chase perfection on a daily basis to achieve excellence in our core business functions. Our goal is always to maintain the highest levels of agent performance for our clients. By ensuring that our services are integrated with our customer processes and thereby improving their overall workflow and efficiencies, Connect Centre has achieved numerous awards, accolades and accreditations and is also currently in the process of achieving the IMDA awarded Data Protection Trust Mark (DPTM) certifying good implementation of accountability and good policy processes in relation to Data Protection. As a small medium enterprise, we at Connect Centre Group pride ourself on our flexibility in manpower deployment, our continuous commitment and focus on furthering the Customer Service experience through a vigorous recruitment process/on-going training process/quality assurance monitoring, our agility and flexibility in reacting and responding to situations/client feedback/requests and our established data security and protection system. Services
Connect Center is an outsourced contact centre providing services for both inbound and outbound projects. All services are customizable in accordance to client requirements. Services provided includes:
Inbound Helpdesk Service – Our experienced Customer Service Officer (CSO) will assist to provide First Call Resolution to incoming call, e-mail, live chat, social media and WhatsApp messaging. For unresolved matters that require second level support, cases will be escalated to our client for further action. Optionally, CSOs will reply to the caller/sender upon receiving answer from the customer. Technical/Fault Reporting Service – Upon receiving incoming calls/SMS related to feedback or report of technical fault cases, CSO will escalate the case to the engineers/technician of our client for further action. We also provide further service by making multiple calls to ensure our client stakeholders (if necessary) attend to the case, follow up and follow through until cases are closed as well as providing periodical reports on the status of the reported case. Outbound telemarketing services by making calls to the potential leads provided by our client for the purposes of survey, appointment making, contract extension/renewal, data cleansing, and/or promotion of products.
