What does outsourcing customer service actually mean?
Outsourcing customer service means having your organisation's customer contact handled by a specialist partner instead of an internal team. In practice, Centrium takes over all incoming questions, complaints and requests via the channels your customers use: phone, email, live chat, WhatsApp and social media. We work entirely in your name and in your tone of voice, so your customers don't notice the contact is outsourced.
The big advantage is flexibility. An internal customer service team is a fixed cost, regardless of how many questions come in. When you outsource your customer service to Centrium, you only pay for the capacity you actually need. During peak periods we scale up effortlessly, and in quieter months we scale back. This keeps your costs in check without compromising availability.
Why a multilingual call centre in Morocco?
Centrium operates from Morocco, a country with a strong tradition of multilingual services. Our staff speak fluent Dutch, French, English and Arabic, allowing you to serve an international customer base with a single partner. For Dutch and Belgian companies also active in France, Germany or beyond, this is a major advantage: you don't need to recruit and train staff for each language.
In addition, cost levels in Morocco are significantly lower than in the Benelux, while the quality of service remains high. Our agents are thoroughly trained on your product, processes and communication style. The result: a professional customer service that is up to 60% cheaper than a comparable in-house team, without compromising on customer satisfaction.