Barbados chosen as regional human resources base

BARBADOS LOST OUT to Jamaica as the location of Cable & Wireless’ (C&W) new Caribbean call centre, but the island has been chosen as the regional base for C&W’s human resources services.

“One of the things we are actually quite pleased of is Barbados has been chosen as the shared services centre for human resources, so we are looking to serve the regional team here out of Barbados. We are always looking for new technologies, new services,” said Flow Barbados managing director Niall Sheehy.

He also said the Barbados operation had “increased the number of people working . . . either directly or on contracts, significantly since the start of the year”.

“There are around 700 to 750 people now working directly either as contractors or full time in customer service roles, or service delivery roles or in retail roles, so the numbers have actually increased because of the merger,” he said.

Sheehy also said Flow was so serious about improving customer service that “we have 300 people working on the customer experience side to improve how we interact with our customers”.

“The feeling and the consensus is that the customer experience is improving significantly and that’s the feeling but we also have the stats. We survey our customers every single week . . . and we are seeing a big improvement on customers perception of the Flow service.” (SC)