LIME has acknowledged its failure to address customer service issues. But chief executive officer for the Caribbean, Martin Roos, has pledged the telecommunications company is actively addressing the problems and has pleaded with customers to give it some time to get it right.
Approximately five years ago LIME (Landline, Internet, Mobile And Entertainment), formerly Cable & Wireless, closed its call centre in Barbados. It also closed its call centres in Jamaica and St Lucia. The customer service agents are now based in El Salvador.
In a recent interview with Barbados TODAY, Roos said there were no immediate plans to put back a call centre in Barbados since it could take as long as three months to set up, and another three months to adequately train the agents. He said the company was focused on “sorting out the IT aspects” of its current call centre, and training of the current agents.
And Roos has pleaded with Barbadians to give the current call centre a chance to work.
“As we have released some batches of agents a short while ago, I know that there have been negative experiences in some instances; but I have travelled around some of the islands, and lately I have started to get positive feedback. That is not always the case.
“I recognize there has been some pain specifically here in Barbados in the experience with our call centre. But we are working very, very hard to address that,” said Roos. “We continue to work with them on recognizing speaking accents, but fundamentally to ensure that we also integrate our IT systems so that they have at hand, the tools necessary to solve problems –– and we have had an issue there.
“We have had an issue that we are working on fixing. And the truth of the matter is that in the past we have not done that integration well enough; so if even if the call centres were in Barbados and Jamaica or St Lucia, we still had the same handicap as our current call centre would have had, because we had not provided them with good enough tools. We are getting that as we speak but it’s not perfect. We are driving improvements in that area in providing the tools.
“The other area we’re working with continuously is that we have some ramp-up in staff,” Roos explained.
The LIME boss said, however, because some of the improvements had started recently, it would only be fair to give the company a few more months for the upgrades and improvements to work.
“You typically need a couple of months before you feel comfortable in all dimensions and all aspects of it. And we are putting a lot of emphasis in training our agents in the toolkits that they need to do their jobs, and solving problems and also in recognizing geography, recognizing culture and recognizing accent, so that we can give them a complete toolbox to manage the experience,” he said.
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