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


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.