Through its commitment to the long-term development of the telecommunications sector in Jamaica and the Caribbean, the recent merger of telecommunications companies LIME and Flow is expected to further develop the telecoms provider’s infrastructure, systems and staff, aimed at “enhancing the overall customer experience of the new Flow brand,” according to Managing Director Garry Sinclair.
“In the coming months there will be improvements in the business as we establish a call centre in Kingston which will create about 400 jobs,” he stated in an e-mailed response to the Jamaica Observer. The move is aimed at returning the El Salvador contact centre back to Jamaica.
“The way we see it, we are renewing our vows with Jamaica,” explained Sinclair, “and to do so, we have to make a spirited effort and consequential investment to greatly enhance the island’s telecoms landscape.”
According to reports, the new call centre will be operated from a leased space at the Central Sorting Office, and is expected to be completed by March 2016. The development is expected to facilitate voice, e-mail, chat and live chat.
Sinclair stated that Flow’s investment will also focus on the expansion of its mobile and hybrid fibre co-axial network, to increase access to high-speedInternet for fixed and mobile subscribers islandwide.
Additionally, the company plans on upgrading its billing and customer relationship management systems, storing designs and product displays, and will also be introducing full-service bill payment kiosks in eight of its full-service locations islandwide over the next two months.
“Flow will introduce the first full-service bill payment kiosk in the island, and we will be retraining our colleagues to ensure that they delight customers during every interaction,” Sinclair told the Caribbean Business Report.
Cable and Wireless Communications (CWC) recently officially launched a refreshed Flow in Jamaica as a continuation of the telecommunications company’s roll-out across the Caribbean, which began in Barbados last month.
Recognised as one of the Caribbean’s largest investors, CWC recently embarked on a US$1.05-billion major investment-led strategy across the Caribbean and Latin America, increasing mobile and broadband penetration throughout the region.
During the launch, Sinclair stated that “consumers will now get to see first-hand the combined strength of the new company”, especially as it prepares to offer the most technologically advanced quad-play services in the region.