ENTERTAINMENT and communications company Flow Jamaica is undertaking a major enhancement of an area of its technology operations to better serve its customers.

The company has amplified its training programme for technicians by focusing more strategically on the areas of customer service, soft skills and technical training, geared towards improving their knowledge of the HFC (hybrid fibre-coaxial) network.

The sessions for more than 120 technicians started in early February with each undergoing three days of comprehensive training across all three areas.

According to Michael Brown, director, technology operations, the move is directly aligned with the company’s proactive maintenance programme which aims to identify and address potential faults that could impact the optimum functioning of the Flow network.

“We are deliberate in our strategies as we work toward improving our efficiencies and effectiveness to provide a better customer experience and customer satisfaction. The retooling of our technicians is but one of several ways that we’re seeking to achieve this,” Brown explained.

He added: “We’re doing the things that you our customers have always said that we should be doing and we want our technicians to provide the best possible service as you hold us accountable, based on our promises. You are our harshest critics and we want to improve our services for you.”

In addition to training, the company is also transitioning some technicians who were on fixed-term contracts to permanent contracts. Thirty-seven of these technicians have so far been onboarded, bringing the total with regular full-time status to 178.

“Our business is focused on connecting communities and changing lives, so we’re incentivising the behaviours that we want by really ramping up our efforts to improve the quality of our personnel, our networks and infrastructure reliability; we believe that when our technicians are more engaged as part of our Flow family, this will redound to a better customer experience,” Brown added.

The technicians on regular full-time employment will focus mainly on direct repair activities for the company’s customers.

Leon Lazarus is one such technician who is grateful for the opportunity to transition to full-time status after working as a contractor for seven years.

“It’s every technician’s dream to join a company like Flow. Now I’m in a better position to provide my customers with a higher level of quality service,” he shared proudly.

Nickoya Hunt, another technician, has worked as a commission-based contractor for eight years.

“I’m really happy to be in a more stable and secure situation,” Hunt said. “I will continue to give of my best for my company and my customers.”

Flow said this year it will continue its focus on connecting communities served and change lives by bringing the best-in-class service to customers across Jamaica. Over the last three years, the company has added more than 800 communities and over 250,000 homes to its fibre-fast network.