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CORPORATE PROFILE

Founded in 2004, Connect Centre is a multi-channel contact centre that provides customer relationship management solutions. Our services include inbound and outbound call centre services; non-phone communication services such as SMS and website live-chat and other value-added services. Our focus since our inception has been in providing superior quality contact centre services at competitive prices.

Having served clients from diverse industries ranging from industrial equipment, engineering, medical, telecommunication to Fast Moving Consumer Goods (FMCG), we are widely known as the go-to outsourced call specialist in Singapore. Be it a general hotline, technical help desk, fault reporting or telesales services such as lead generation, re-contracting and appointment setting, we deliver services that are professional and friendly.

As an extension of your company’s brand and an integral part of your customer service management, our true value lies in bridging a strong and positive relationship between your business and your customers. We achieve this by deploying the best-of- breed call centre technology and promising promptness in call resolution.

Additionally, we have a committed team of agents who are majority Singaporeans and embrace a customer-centric culture. Being locals, they can instantly connect and effectively communicate with the local end-users through familiar accents and nuances.

Brand VISION / MISSION

Vision

To foster positive relationships by being the trusted bridge between businesses and their end-users.

mission

We endeavour to provide contact centre services that are seamless, pleasant and supportive to the end users, and of superior quality yet cost effective to our clients.

BRAND STORY

At Connect Centre, we believe that beauty lies in simplicity. And if you look closely enough, you’ll find that with simplified guidance, solutions for even the most complicated matters are right in your hands.

In fact, that’s what our business philosophy is anchored on. We direct our clients, their end-users and our employees to the right solution through simplified guidance.

At our contact centre, we have demonstrated that even the most complex challenges posed by our customers can be broken down and resolved through simplified, step-by- step guidance by our well- mannered, professionally-trained call agents. Our objective has always been assisting end-users to get to their goals as quickly as possible.

To our clients, our proficiency in offering simplified guidance means fewer frustrations experienced by their end-users. With increasingly autonomous consumers who are now capable of resolving straightforward problems themselves, contact centres are facing more complicated issues than in the past. By breaking down the complexity of the matter through simplified guidance, we elevate the positive experience and downplay the negative.

To us, we are the bridge between our clients and their end-users. A trusted bridge that is strong and reliable. A bridge that has the ability to deliver promised results. A bridge secured by our trustworthy, unsung heroes who are your voice behind the relationship.

Our call agents, the unsung heroes, have been equipped with practical skills and opportunities to help them find renewed hope in their personal lives. These are conscious steps taken by us to help them re-integrate back into society.

To us, we are the bridge between our clients and their end-users. A trusted bridge that is strong and reliable. A bridge that has the ability to deliver promised results. A bridge secured by our trustworthy, unsung heroes who are your voice behind the relationship.

Our call agents, the unsung heroes, have been equipped with practical skills and opportunities to help them find renewed hope in their personal lives. These are conscious steps taken by us to help them re-integrate back into society.

Brand Essence reflects who we are and what our brand represents in a compelling and emotional way. At its core, our brand means:

Instant Connections – We value relationships and are always able to understand our customers and their end-users quickly and accurately. Our local agents aim to build a good rapport and communicate in a friendly and approachable manner.

Lasting Impressions – We make a positive impact on our clients’ customer relations management, brand and profitability by delivering solutions on their behalf. As such, every interaction with the end-users is one that will leave a lasting impression on our client’s brand.

Empowering Businesses – By outsourcing their contact centre to us, our clients can reduce manpower and costs over the long run, thereby empowering them to focus on their core business.

Equipping staff – By equipping our staff with employable skill set, we empower them with renewed self-confidence and a second chance in life.

Our brand promise is:

Complexity Made Simple

This means putting service before anything else and giving the best customer experience through simplified guidance. It also means delivering high quality service:

To our clients – Service excellence that is offered at every level of our organisation. From CEO to sales to finance, quality service comes naturally from all of our employee, all the time.

To the end users – At the end of each call, we want end users to feel that their problems are effectively resolved and that they can enjoy a sense of ease and relief.

Teamwork – Our team possesses the spirit of cooperation. Coupled with a can-do attitude, we work collaboratively internally and externally to achieve our common goals of service excellence.

Respect – We build a positive work environment where mutual respect for all is resonated in every part of the organisation. We respect the culture, beliefs and values of others and show consideration for individual’s opinions and rights, regardless of their background and ability.

Integrity – We demonstrate our integrity by delivering our promises, taking responsibility for our actions and doing the right thing at all times.

Flexibility – We adapt to the changing needs of our clients and the market by offering flexible, customised services. We are open to new ideas, approaches and opportunities while maintaining our core values.

Fairness – We deal with our customers, employees and other stakeholders openly and fairly. We do not endorse prejudice or favouritism, and take an equity stance at all times.

Sincerity – We are sincere in all our endeavours, including our verbal and written communication as well as physical interactions with our clients, end-users and other stakeholders.

In line with our business philosophy of simplified guidance, the tone of voice we shall adopt in all our communication, both internally and externally, should be one that is:

Simple, Empathetic and Modest

The language used in our communication should be clear, specific, straight-thinking and unpretentious. We want our audience to feel that we are a trustworthy source of information or help and, at the same time, able to understand us easily. We should also come across as empathetic to their problems, especially when dealing with situations that are stressful or frustrating.