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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.
Posted by Veronica Silva Cusi, news correspondent
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Flow is a telecommunications company in Jamaica
Published: Tuesday, May 17, 2016