KINGSTON, Jamaica (7 March 2016) – Flow and Advantage Communications Ltd. (ADV) today signed a partnership agreement that sets the stage for Flow’s multimillion dollar investment to repatriate its Customer Call Centre of Excellence to Jamaica, and create some 350+ jobs. Officials of both companies welcomed the move that will see more Jamaicans finding gainful employment in what is being described as 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$6M in Jamaica as we move to totally transform our customer experience.
This is certainly a case of putting our money where our mouth is,” Garry Sinclair, CEO Flow Jamaica said at the official signing ceremony. Expressing his delight at the partnership with Flow Jamaica Joseph M Matalon, ADV Communications Director and Chairman of its parent Company ICD Group holdings, stated, “This is a proud moment for Advantage Communications; we see our role as a catalyst bringing together the critical elements that allow Flow Jamaica to achieve their customer-focused as well as commercial objectives.” Scheduled to be fully operational by mid-2016, Advantage has completed the first phase of the programme: “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,” Joe Matalon also said.
The confirmation of the Call Centre of Excellence partnership marks a major milestone in the company’s journey towards delivering on its commitment to the people of the region. Flow’s Garry Sinclair also expressed confidence in the capacity of ADV to deliver on the already high expectations of the region’s leading telecommunications firm and their customers, and added, “Both Cable & Wireless and Columbus while we were still separate entities worked together to establish ADV’s network infrastructure that today supports their world class operations and which positions them to be able to deliver on this significant initiative.”
The addition of the new operation will bring to two the number of Customer Call Centres of Excellence situated in the Caribbean for the CWC group. The centre will co-exist with Flow’s already operational Call Centre located in Port of Spain, Trinidad. However, calls originating in Jamaica will be channelled to the Jamaican agents – another compelling example of the company’s commitment to placing the customer at the heart of the business. About Cable & Wireless Communications Plc Cable & Wireless Communications Plc (CWC) is a full service communications and entertainment provider, operating in Latin America and the Caribbean.
With annual sales of over US$2.4 billion, it operates both mobile and fixed networks, supported by submarine and terrestrial optical fibre backhaul capacity. CWC delivers superior highspeed mobile data, broadband and video services. It has leading market positions in Mobile, Fixed Line, Broadband and Video consumer offers. Through its business division, CWC provides data centre hosting, domestic and international managed network services, and customised IT service solutions, utilising cloud technology to serve business and government customers.
The Group also operates a state-of-the-art subsea fibre optic cable network that spans more than 48,000 km – the most extensive in the region – as well as 38,000 km of terrestrial fibre providing wholesale and carrier backhaul capacity. CWC has more than 7,300 employees serving 6.4 million customers (Mobile 4.1m; Fixed Line 1.1m; Video 470k and Broadband 690k) across 42 countries. The Group’s leading brands include; LIME and Flow in the Caribbean; BTC in The Bahamas; Mas Movil in Panama; C&W Business and C&W Networks. CWC is the market leader in most products offered and territories served. It is a major contributor to local communities through its corporate social responsibility programmes. Cable & Wireless Communications Plc’s shares are quoted on the London Stock Exchange under the ticker CWC.
The Group is headquartered in London with its operational hub located in Miami, within close proximity to the Caribbean and Latin America. For more information visit: www.cwc.com. About Advantage Communications ADV Communications Limited (ADV) is a joint-venture between Advantage Communications Inc., a Canadian Customer Relationship Management company, and the ICD Group. Founded in 1996, Advantage Communications Inc. (ACI) is a privately held outsourcing contact center that specialises in technical support, corporate help desk applications and other customised outsourced business solutions. ACI serves 40 companies across North America primarily in the technology industry, but its services also span the hospitality, retail, education, and health-care sectors.
This joint venture marks the first time that ACI has ventured outside of Canada, where it has five centres in the Atlantic provinces, a region in which people consider themselves marine islanders and share Jamaica’s warm and welcoming culture. Advantage Communications’ employees pride themselves on operating as a closelyknit family. As such they extend this treatment to all partners, suppliers, vendors and employees as they strive to make a difference in all they do and in the lives they touch.