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Cable & Wireless Jamaica denied yesterday that it planned to relocate its Jamaican contact centres to Trinidad & Tobago, and declared that the current use of the facility of a company based in Trinidad was strictly for "test purposes only".
"I assure you no plan exists to relocate our call centre overseas and we have not made any determinations as to job redundancies," C&W's CEO Rodney Davis told journalists at a function at the firm's Carlton Crescent, Kingston office. On Wednesday, the Business Observer quoted sources as saying that C&W was planning to outsource the services provided by the contact centres, and that Trinidad & Tobago had emerged the preferred location. The sources also claimed that up to 100 jobs would be lost. But Davis, while saying that his company was currently exploring options for expansion to meet growth in customer demand, and to ensure sustainable international standards in customer care, maintained that Jamaica remained the preferred location for this operation. "We have been engaged in a customer service improvement initiative for some months now to bring the customers' experience in doing business with the company, in line with our world-class network, products and services," he said. "This initiative is in keeping with the company's long demonstrated commitment to customers, employees and Jamaica." The call centres - operated in Montego Bay and Kingston - employ 365 persons. In a press release in which it reported on Davis' remarks, C&W said yesterday that it had invested heavily in staff training in Jamaica to ensure that its workforce was equipped to provide efficient service. "In light of this commitment to its customers, staff and Jamaica, Cable & Wireless has no plans to relocate its call centre overseas and has made no determination with respect to redundancies in this area," said the statement. "As part of its service improvement initiative, particularly with respect to call centre operations the company is conducting a test with an overseas entity to use one of its locations in Trinidad for test purposes only." The company pointed to the appointment of a senior executive "to drive continuous improvements to our customers' experiences when dealing with Cable & Wireless Jamaica across our products, services, and customer-facing touch points", as part of package of overall customer care improvement. http://www.jamaicaobserver.com/news/html/20051216T000000-0500_94730_OBS_C_W__NO_PLANS_TO_MOVE_CALL_CENTRES_TO_T_T.asp |
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