Flow, a subsidiary of the Caribbean telecom giant Cable & Wireless, has begun relocating its call center from El Salvador to Jamaican city of New Kingston. The call center, to be run by Canadian customer care service provider Advantage Communications Inc, will create more than 350 jobs.
The relocation of Flow’s call center was first hinted by Phillip Paulwell, Jamaica’s science and technology minister, in December last year, when Jamaica vacated some of its offices in the historical Central Sorting Office in a bid to make space for foreign BPO firms.
The telecom firm claimed it is building state-of-the-art “customer call center of excellence” in Kingston and that it will be something “never before seen in this part of the world.” The call center is scheduled to be fully operational by mid-2016.
“We currently have over 100 of the best and brightest Jamaicans, trained and developed to deliver unprecedented customer experiences, on the phones serving our Flow patrons,” said Joe Matalon, director of Advantage.
For Cable & Wireless, this is the second call center in the Caribbean, with the other one based in Trinidadian capital Port of Spain.
“Clearly, this significant investment to bring back the call center to Jamaica is a direct response to what our customers have been telling us,” said Garry Sinclair, CEO Flow Jamaica.
He went on to say that Flow is investing US$6 million in Jamaica for what he calls “transforming” customer experience. “This is certainly a case of putting our money where our mouth is,” Sinclair said in a statement.
Cable & Wireless, a British telecom giant, has become the dominant telecom giant in the Caribbean region after it purchased Columbus International. Its subsea fiber optic cable network spans some 30,000 miles. Flow is just one among the many brands it operates in the region.
In addition to telecom, it also provides data center hosting, domestic and international managed-network services, and customized IT service solutions.