LIME customers may say adios to Spanglish at customer care
The merger with Columbus Communications and LIME parent, Cable & Wireless PLC, could result in Canadian firm Telus International losing its customer service contract with LIME Jamaica, according to LIME Jamaica president Garry Sinclair.
LIME Jamaica also announced plans to launch a mobile wallet (m-wallet) “hopefully this financial year”, to provide banking-like services for those without banking accounts.
But LIME wants to insource the contact centre in conjunction with Columbus, in order to appease customers upset with long waits and agents based in Central America.
“Telus from Canada is doing it out of El Salvador. However, there are these issues with the cultural differences between Jamaica and El Salvador, and the fact that you have English as a second language,” stated Sinclair in response to a query from the floor, following his address at the Jamaica Stock Exchange’s 10th Regional Conference. “The combination with Columbus means we are taking a very incessive look at the outsourcing of the contact centre, with an eye of insourcing it in conjuntion with Columbus.”
The contact centre takes some 20,000 calls a month, he stated in his address at the Jamaica Pegasus Hotel in Kingsotn on Wednesday.
“We are not sanguine about the customer service that [callers] are having now. We are actively looking at how we can improve for the vast majority of customers,” he added.
LIME announced in August 2012 that it would drop the former ACS E-Services as its customer support provider in favour of TELUS International.
Telus initially announced it would use 374 agents to handle calls for LIME, with just over half to be located in Jamaica. However, the agents are nowadays located wholly or in part in El Salvador.
The Observer called the contact centre immediately following Sinclair’s address. It took 10 minutes to talk to a representative who spoke English with a Spanish accent. However, the polite representative addressed the Observer’s concern.
CWC PLC received regulatory approval this month to acquire Columbus Communications which operates locally as Flow.
