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.