Home _ News & Media _ Press Releases _ Flow to establish State-of-the-Art Customer Call Centre of Excellence

Flow to establish State-of-the-Art Customer Call Centre of Excellence

BRINGING MORE THAN 300 NEW JOBS TO JAMAICA

Flow, the new Cable & Wireless Communications Plc (CWC) consumer retail brand, today announced plans to establish a new, state-of-the-art Customer Call Centre of Excellence in Kingston, Jamaica and create more than 300 full-time jobs over the next two years. The innovative Customer Call Centre of Excellence is part of the Company’s bid to become the leader in service excellence and revolutionise customer experience across the Caribbean. 

The Customer Call Centre of Excellence, to be established in the coming months, follows the recent merger with Columbus International Inc and is part of Flow’s new compelling plan to provide an enhanced customer experience. This initiative is also consistent with plans laid out by CEO Phil Bentley last year that will see C&W invest US$1.5bn over 3 years to upgrade infrastructure and overhaul service delivery throughout the Caribbean and Latin American region. 

“Through investments like these, we are putting the customer at the heart of the business,” said Bentley. “We are committed to anticipating their needs at every contact point and to delivering a customer care experience that is unparalleled across the region. Together, with our other existing Call Centre in Trinidad, we will revolutionise customer service in the Caribbean, and be the leader in recruiting the best talent in the region. We want Flow to be a business that everyone in the Caribbean is proud of" said Bentley.

Branded as an innovative Customer Call Centre of Excellence, the facility is being designed to provide customers with multiple touch points including warm and friendly service agents, Email, Virtual Chat, Mobile App and other technology-enabled support systems. Combined with increased service agent efficiencies, state-of-the-art technology tools will improve call routing and reduce call waiting time, making for an overall superior customer experience.

Managing Director, Flow Jamaica, Garry Sinclair is extremely pleased that the new Centre will be located in the island. “It is a testament to the growing confidence of Jamaica as a central hub for investment, the large pool of skilled labour that exists here, and the rapid growth of the ICT sector led by Flow, that we are making this investment here in Kingston.” He added, “In addition to the investment in the new Customer Call Centre of Excellence, Flow is also investing in the best mobile and fibre networks across the island to deliver more technologically advanced quad play products, better value, and superior broadband connectivity to exceed our customers’ expectations.” Sinclair also stated that, “We are excited to recruit the best team on the island for this Centre and we will implement an extensive training programme to deliver an incomparable customer experience.” 

Responding to the announcement, Hon. Phillip Paulwell, Minister of Science, Technology, Energy and Mining commended Flow’s decision to establish the Customer Call Centre of Excellence in Jamaica. “The establishment of Flow’s Customer Call Centre of Excellence in Jamaica attests to the tremendous growth potential of the nation’s ICT sector and affirms Flow’s commitment to development of the local and regional economies. With the commitment to create new jobs, the investment also supports the country’s goals to reduce unemployment, builds new skill sets and advances the country’s vision to make Jamaica a place of choice to live, work, raise families and do business.” 

Since 2012, the Jamaican Government has had an ongoing drive to engage the private sector in the ‘Jamaica Employ’ programme, which seeks to increase prospects for job seekers and to bring critical new jobs to the island. “We love doing business in Jamaica and we are happy to partner with the Government in their various initiatives, including the ‘Jamaica Employ’ programme,” Phil Bentley concluded.

Financial News

Q3 2015/16 Trading Update11 February, 2016

This announcement provides an update on the Third Quarter performance and financial position of the Group since the six months ended 30 September 2015.

Tags: CWC

Interim Results 2015/165 November, 2015

Cable & Wireless Communications plc results for the six months ending 30 September 2015

Tags: 4G,, Bahamas, Barbados, BTC, Business, Caribbean, CWC,, Investment, Miami,, LTE, results,, Panama,, Phil

Q1 2015/16 Trading Update21 July, 2015

This announcement provides an update on the First Quarter performance and financial position of the Group since the year ended 31 March 2015. Interim results for the period ending 30 September 2015 are expected to be announced on 5…

Tags: CWC

Read more financial news...

Press Releases

C&W Networks And Te Subcom Extend Pan-Caribbean Partnership To Provide Capacity Upgrades To Multiple Cable Systems21 September, 2016

SubCom’s ECLink Regional Upgrade will enable C&W Networks to fulfill broadband, IP capacity and service demands across a fast-growing region.

Tags:

Flow Study Gets More Caribbean Students Closer To Examination Success20 September, 2016

...an online portal to help students better prepare for the CAPE and CSEC examinations.

Tags:

Flow’s Summer And Back To School Initiatives Get Students Ready For The New Academic Year20 September, 2016

Thousands of students around the region are now primed for another school year, as Flow rolled out its summer camps and back-to-school initiatives around the Caribbean to support students and their families. Each year, Flow, the regional communications and entertainment provider…

Tags:

Read more press releases...