Service
Cyprus Call Centre — Τηλεφωνικό Κέντρο Κύπρος
The Cyprus contact centre trusted by government ministries, banks and utilities — bilingual, ISO-certified, on-island.
When Cyprus buyers search for a τηλεφωνικό κέντρο, they want three things: a real Cyprus operation that speaks Greek and English natively, ISO certifications that pass a public-sector tender, and a partner that can be live in weeks — not quarters. Call Center Cyprus has delivered exactly that for more than 20 years from our Nicosia facility, running inbound helplines, outbound campaigns, 24/7 emergency hotlines and back-office BPO for the Republic of Cyprus, semi-government agencies, banks, insurers, utilities and enterprise clients across the EU. Every call is answered on the island, every record stays inside the EU, and every engagement is governed by ISO 9001, ISO 27001, ISO 22301 and the customer-contact-centre standard ISO 18295.
What is included
- Bilingual (Greek & English) inbound customer service
- 24/7/365 hotline & emergency line operation
- Outbound telemarketing, surveys & appointment setting
- Government & semi-government contact-centre operations
- Overflow, after-hours & holiday cover for in-house teams
- CRM & telephony integration (Genesys, Zendesk, Salesforce, HubSpot, ServiceNow)
- Omnichannel: voice, email, live chat, WhatsApp, SMS, social
- ISO 18295 quality-monitoring & call-scoring framework
- GDPR-compliant recording, retention & subject-access handling
- On-island EU data residency — never offshored
How we deliver
- 1
Discovery & requirements workshop
A structured workshop with your operations, IT and compliance leads to map call types, volume profiles, integrations, SLAs and reporting needs.
- 2
Solution design & SLA definition
We design the staffing model, technology stack, quality framework and reporting cadence, then propose SLAs tied to your business outcomes.
- 3
Agent recruitment & training
We recruit against your brand voice and technical profile, then run 40+ hours of product, systems and soft-skills training before any live call.
- 4
Pilot & phased go-live
A 2 to 4 week supervised pilot with daily calibration, then a phased ramp to full volume with your call-driver mix and seasonal profile.
- 5
Continuous improvement
Monthly business reviews with SLA/CSAT trending, root-cause analysis on top call-drivers and quarterly optimisation plans.
Expected outcomes
<20s
average speed of answer (ASA) on inbound bilingual lines
95%+
first-contact resolution across typical service journeys
20+
years operating in Cyprus with public and private sector clients
Frequently Asked Questions
What makes a Cyprus τηλεφωνικό κέντρο different from an offshore call centre?
A Cyprus τηλεφωνικό κέντρο keeps operations, data and legal accountability inside the EU, uses agents with native Greek and English, and understands the local regulatory context (CBC, CySEC, government tenders, GDPR). Offshore centres are cheaper per FTE but rarely satisfy public-sector or regulated-industry buyers, and struggle with local dialect nuance.
Do you offer 24/7 τηλεφωνικό κέντρο cover?
Yes. We run true 24/7/365 operations from Nicosia, including night shifts, weekends and Cyprus public holidays. Our ISO 22301 business-continuity plan gives dual-site failover so critical hotlines stay up even during incidents.
Can you integrate with our existing CRM and telephony?
Yes. Our platform integrates with all major CRM (Salesforce, Zendesk, HubSpot, ServiceNow, Dynamics 365) and telephony/CCaaS (Genesys, Avaya, Cisco, 3CX, Amazon Connect) systems. When you require your own tools, our agents log in via secure VPN+MFA so records never leave your environment.
Which industries do you operate for in Cyprus?
Government and semi-government agencies, banks, insurers, healthcare providers, utilities and telecoms, retail, e-commerce, fintech, hospitality and professional services. Every sector runs under bespoke SOPs and quality frameworks calibrated to its regulatory context.
How is pricing structured?
Three common models: (a) per-FTE monthly seat for dedicated teams, (b) per-minute or per-contact for variable volumes, (c) per-outcome (booked appointment, resolved ticket, collected invoice). We recommend the model that fits your risk appetite and volume profile after the discovery workshop.
Do you support public-sector tenders and government contact centres?
Yes. We hold current ISO 9001, ISO 27001, ISO 22301 and ISO 18295 certifications required for Cyprus and EU public-sector tenders, and have run multi-year contracts for Republic of Cyprus ministries and semi-government agencies.
Can agents work remotely or only from your Nicosia site?
Both. Our default posture is on-site at our secure Nicosia facility for regulated workloads. For lower-sensitivity workloads or 24/7 shifts we operate a certified hybrid model with locked-down endpoints, VPN+MFA and continuous session monitoring.
Are you GDPR compliant and EU-resident?
Yes. All operations run from our Cyprus (EU) facility under ISO 27001 information-security and ISO 9001 quality certifications. We sign a full DPA, keep guest and customer data inside the EU, and never sub-contract offshore.
How quickly can we go live?
A standard onboarding — discovery, agent training, system integrations and pilot — takes 3 to 6 weeks depending on scope. Urgent government or crisis-response engagements can be live in 5 to 10 working days.
How do I request a quote?
Call +357 22 398296, email info@callcentercyprus.com, or use our contact form. You will receive a scoped proposal with pricing bands within two business days.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.