Determined to hold on to the title of leading telecommunications provider on the island, Flow Barbados has responded to the increasing calls from customers for better service and speedier resolution of issues.
In keeping with its promise to deliver an improved level of customer service, the telecommunications company has made a “significant investment” in a brand new Customer Experience Centre at its former retail store at Windsor Lodge, St Michael, which was officially launched today.
The company has hired 20 new agents, who have gone through an intense seven weeks of training to prepare them for their new role.
Managing Director of Flow Barbados Jenson Sylvester told Barbados TODAY he was confident the “solutions centre” would improve the overall experience of customers who encounter billing issues, service faults and have general queries.
He also said the general feedback from customers to the new centre so far was positive, adding that “we expect that to get even better as we go through the year.
“We know better than anyone else that we have not always gotten it right. So we are starting the year with the ‘Action in Satisfaction’ campaign. That is a critical piece to ensuring that this customer experience has longevity. So it is not just something that we start and then stop,” Sylvester assured, while pointing out that staff would undergo continuous training so they are able to adequately resolve challenges customers face.
“Because of our position in the market, being the market leader, and the fact that we have the first 4GLTE network and fibre to the home across 98 per cent of the island, because of that position, we are ensuring that we continue to drive world-class customer service.
“The fact is that we deliver a service to most of the country, so that is important and that is why we are making such a large investment,” he explained.
The ‘Action in Satisfaction’ campaign, which was launched recently, is a multi-pronged initiative aimed at inspiring employees to constantly deliver high quality service experience.
“[It] is really more than just a short-term campaign, it is an evolutionary process for how we engage with our staff and by extension how we engage with our customers,” he said.
Following Liberty Global’s £3.5 billion takeover of Flow’s parent company, Cable & Wireless Communications, in 2016, the company has remained in a state of transition, highlighted by various appointments and investments.
Sylvester said while the local telecoms market remained very competitive, the acquisition has given Flow more “breadth that gives us access to scale and content that they deliver across the world”.
“The telecoms market in Barbados is a diverse market. It is increasingly competitive, which is good,” he said.
Sylvester opted not to say what additional investments were on the cards for the Barbados market, but said he was satisfied with the investment in the network upgrades over the past couple of years as they were bearing fruit.