LIME’s call centre has returned to Barbados.
But even as officials there promise better service, they also urged Barbadians not to expect every call made locally to be answered here.
Acting General Manager, Sharon Jemmott, told a small gathering at the launch of the Contact Centre on Harbour Road this evening that while customers would still receive 24-hour service, the centre here would only be open until 10 p.m. Monday to Friday and calls will be routed to Jamaica on weekends.
“It is really our preference that all calls be handled locally, however there obviously needs to be a balance, because we need to ensure that customers are connected to a trained, competent available agent as quickly as possible. As such, agents answering the calls may not always be located in Barbados,” she explained.
She said their statistics over the last three years while the centre had been relocated to St. Lucia indicated that about half of the traffic into the centre was from Barbados.
Promising to offer a more robust and responsive service, which customers were requesting, Jemmott noted that running a centre was challenging, adding: “In our St. Lucia Contact Centre, they handle approximately 36 million customer contacts annually.
“Just to give you an idea how this is made up, 20 million of those contacts would have been through our automated messaging system; another 10 million would have been direct communication with a customer service agent; 140,000 of those contacts would have been either by email, chat or call backs; another 70,000 through social media; two million through directory assistance and four million through emergency services,” she said.
“The interesting thing is that Barbados accounted for just about 50 per cent of all those customer contacts into the St. Lucia-based call centre,” said the acting GM.
In addition to having 46 agents to handle calls five days a week, Jemmott noted that there were also a number of online innovations in a new help centre that would also better assist customers, including being able to chat in real time and request a call-back at a more convenient time when the customer is available to take the call. There were also videos online as well that would walk customers through the use of the services.
The centre is being managed by partner Telus, whose Regional Site Manager, Tony Jennings, said: “We are gratified and we’re committed to excellence in our service and we are glad to have this opportunity to be part of this celebration here today.” (LB)