News : Flow Debuts New Interactive Customer Service System
Kingston, Jamaica, May 16, 2016 -- Jamaican operator Flow, a Cable & Wireless Communications (CWC) subsidiary, has introduced an upgraded Interactive Voice Response (IVR) system as part of a process to transform its customer service experience in Jamaica and across the wider Caribbean. The IVR system provides self-serve options 24 hours a day, 7 days a week, allowing customers to automatically access account information such as bill balances, last payment made, current payment due date, as well as pay cable TV and broadband bills. In addition, the IVR facilitates instant credit card payments, which are posted to customer accounts immediately.
Flow relocated its Customer Contact Centre of Excellence to Jamaica in February and all customer calls within the country are now handled by local agents. "Since the relocation of the Contact Centre of Excellence back to Jamaica we have seen an improvement in customer satisfaction ratings of 18 percent," added the company in a statement.
2018 Top Ranking Performers Present:
CONTACT CENTER & CUSTOMER ENGAGEMENT
BERLIN - ORLANDO - MACAOFIND OUT MORE!
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - The Initial Meeting
More Editorial From Flow
Flow is a telecommunications company in Jamaica
Published: Tuesday, May 17, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
|Genex Infosys Limited|
Genex Infosys is managed by a group of young and dynamic people having extensive knowledge and global exposure in the field of BPO and IT services. Genex is the largest BPO Company in Bangladesh is an...
Seamless customer engagement begins and lasts with Netcall. Contact centre technology designed with your customers experience in mind, allows you to access data and content where it’s needed using ou...
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...