World Aviation Group, a joint venture company between Air Malta and Cassar Aviation Services P/L of Sydney, is celebrating its 22 years of operations in Malta. Centrecom, one of its business units, also recently celebrated five years of operations.
The Group employs 168 staff, the majority of whom are deployed in Centrecom. Centrecom is a front and back office operation that employs most of the staff within the Group. It has a range of local and international clients. A good number of the management and staff are women. The company adopts a number of family friendly measures in order to attract female staff. Some months ago the Group was awarded the “Equality Mark” from the Employment and Training Corporation.
The Prime Minister visited the facilities of the Group in Luqa for the occasion. Welcoming Prime Minster Lawrence Gonzi and the press were Leslie A. Cassar, managing director, and Dominic Attard, CEO. Also present was Australian High Commissioner Anne Quinane and Peter Davies, CEO of Air Malta and a Director on the Board of World Aviation Group. During the visit, the Prime Minister toured the facility and talked to the management and staff of the Group.
In a short address, Dominic Attard highlighted the strengths of the company which revolve around the recruitment and retention of skilled professional staff and leading edge technology. “We at Centrecom recognise the fact that the world in which we live today is a consumer driven and Internet enabled world. Customers today are not just making a phone call but want to know they can be in contact with their supplier or vendor at any time and on any day. In this age of technology driven communications we add the human aspect to the process. People do not like talking to machines. Our work is very conducive to school leavers, graduates and mothers returning to work. We conduct dialogue management on behalf of our clients.”
“We are not just a simple call centre. We are the human contact point that creates a bond between the clients and their callers. We look at every call or email as an opportunity – an opportunity to help our clients reach out to their respective customers. We are at the front line tasked with the role of creating strong bonds between our clients and their customers. When our clients grow we grow with them,” concluded Mr Attard.
One of the recent projects for Centrecom was to support the National Statistics Office with the National Census. Centrecom handled around 22,000 calls in October and November, assisting people with their queries to help them complete the census papers.