The Star (St. Lucia) - - LOCAL -

Flow and Ad­van­tage Com­mu­ni­ca­tions Ltd. (ADV) this week signed a part­ner­ship agree­ment that sets the stage for Flow’s multi-mil­lion dol­lar in­vest­ment to repa­tri­ate its Cus­tomer Call Cen­tre of Ex­cel­lence to Ja­maica, and cre­ate some 350+ jobs.

Of­fi­cials of both com­pa­nies wel­comed the move that will see more Ja­maicans find­ing gain­ful em­ploy­ment in what is be­ing de­scribed as a world class state-of-the-art Cus­tomer Call Cen­tre of Ex­cel­lence never be­fore seen in this part of the world.

“Clearly, this sig­nif­i­cant in­vest­ment to bring back the call cen­tre to Ja­maica is a di­rect re­sponse to what our cus­tomers have been telling us. We are mak­ing a huge in­vest­ment of some US$6M in Ja­maica as we move to to­tally trans­form our cus­tomer ex­pe­ri­ence. This is cer­tainly a case of putting our money where our mouth is,” Garry Sin­clair, CEO Flow Ja­maica said at the of­fi­cial sign­ing cer­e­mony.

Ex­press­ing his de­light at the part­ner­ship with Flow Ja­maica Joseph M Mat­alon, ADV Com­mu­ni­ca­tions Di­rec­tor and Chair­man of its par­ent Com­pany ICD Group hold­ings, stated, “This is a proud mo­ment for Ad­van­tage Com­mu­ni­ca­tions; we see our role as a cat­a­lyst bring­ing to­gether the crit­i­cal el­e­ments that al­low Flow Ja­maica to achieve their cus­tomer-fo­cused as well as com­mer­cial ob­jec­tives.”

Sched­uled to be fully op­er­a­tional by mid-2016, Ad­van­tage has com­pleted the first phase of the pro­gramme: “we cur­rently have over one hun­dred of the best and bright­est Ja­maicans, trained and de­vel­oped to de­liver un­prece­dented cus­tomer ex­pe­ri­ences, on the phones serv­ing our Flow pa­trons,” Joe Mat­alon also said.

The con­fir­ma­tion of the Call Cen­tre of Ex­cel­lence part­ner­ship marks a ma­jor mile­stone in the com­pany’s jour­ney to­wards de­liv­er­ing on its com­mit­ment to the peo­ple of the re­gion.

Flow’s Garry Sin­clair also ex­pressed con­fi­dence in the ca­pac­ity of ADV to de­liver on the al­ready high ex­pec­ta­tions of the re­gion’s lead­ing telecom­mu­ni­ca­tions firm and their cus­tomers, and added, “Both Ca­ble & Wire­less and Colum­bus while we were still sep­a­rate en­ti­ties worked to­gether to es­tab­lish ADV’s net­work in­fra­struc­ture that to­day sup­ports their world class op­er­a­tions and which po­si­tions them to be able to de­liver on this sig­nif­i­cant ini­tia­tive.”

The ad­di­tion of the new op­er­a­tion will bring to two the num­ber of Cus­tomer Call Cen­tres of Ex­cel­lence si­t­u­ated in the Caribbean for the CWC group. The cen­tre will co-ex­ist with Flow’s al­ready op­er­a­tional Call Cen­tre lo­cated in Port of Spain, Trinidad. How­ever, calls orig­i­nat­ing in Ja­maica will be chan­nelled to the Ja­maican agents – an­other com­pelling ex­am­ple of the com­pany’s com­mit­ment to plac­ing the cus­tomer at the heart of the busi­ness.

Call agents give the thumbs up at the sign­ing.

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