FLOW moves call centre to Jamaica, promises more than 350 jobs
KINGSTON, Jamaica – A partnership agreement has been signed between FLOW and Advantage Communications Ltd. (ADV) that sets the stage for the telecommunications company’s multi-million dollar investment to repatriate its call centre to Jamaica, and create 350-plus jobs.
Officials of both companies welcomed the move that they said would see more Jamaicans finding gainful employment in 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$6 million in Jamaica as we move to totally transform our customer experience,” CEO of FLOW Jamaica, Garry Sinclair said at the official signing ceremony earlier this week.
“This is certainly a case of putting our money where our mouth is.”
ADV has completed the first phase of the programme which is scheduled to be fully operational by mid-year.
“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,” said ADV Communications Director and Chairman of its parent Company ICD Group Holdings, Joseph Matalon Joe Matalon also said.
Sinclair expressed confidence in the capacity of ADV to deliver.
The addition will bring to two the number of Customer Call Centres of Excellence situated in the Caribbean for the Cable & Wireless Communication group.
The centre will co-exist with FLOW’s already operational call centre in Trinidad. However, calls originating in Jamaica will be routed to Jamaican agents.