LIME pleads for time

Boss says company working on customer service issues

LIME has acknowledged its failure to address customer service issues. But chief executive officer for the Caribbean, Martin Roos, has pledged the telecommunications company is actively addressing the problems and has pleaded with customers to give it some time to get it right.

Approximately five years ago LIME (Landline, Internet, Mobile And Entertainment), formerly Cable & Wireless, closed its call centre in Barbados. It also closed its call centres in Jamaica and St Lucia. The customer service agents are now based in El Salvador.

In a recent interview with Barbados TODAY, Roos said there were no immediate plans to put back a call centre in Barbados since it could take as long as three months to set up, and another three months to adequately train the agents. He said the company was focused on “sorting out the IT aspects” of its current call centre, and training of the current agents.

And Roos has pleaded with Barbadians to give the current call centre a chance to work.

“As we have released some batches of agents a short while ago, I know that there have been negative experiences in some instances; but I have travelled around some of the islands, and lately I have started to get positive feedback. That is not always the case.

“I recognize there has been some pain specifically here in Barbados in the experience with our call centre. But we are working very, very hard to address that,” said Roos. “We continue to work with them on recognizing speaking accents, but fundamentally to ensure that we also integrate our IT systems so that they have at hand, the tools necessary to solve problems –– and we have had an issue there.

“We have had an issue that we are working on fixing. And the truth of the matter is that in the past we have not done that integration well enough; so if even if the call centres were in Barbados and Jamaica or St Lucia, we still had the same handicap as our current call centre would have had, because we had not provided them with good enough tools. We are getting that as we speak but it’s not perfect. We are driving improvements in that area in providing the tools.

“The other area we’re working with continuously is that we have some ramp-up in staff,” Roos explained.

The LIME boss said, however, because some of the improvements had started recently, it would only be fair to give the company a few more months for the upgrades and improvements to work.

“You typically need a couple of months before you feel comfortable in all dimensions and all aspects of it. And we are putting a lot of emphasis in training our agents in the toolkits that they need to do their jobs, and solving problems and also in recognizing geography, recognizing culture and recognizing accent, so that we can give them a complete toolbox to manage the experience,” he said.

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9 Responses to LIME pleads for time

  1. Sarah Pomeranz Layne
    Sarah Pomeranz Layne September 26, 2014 at 5:08 am

    Maybe of they spoke English and understood English first.. the problem wouldn’t be so great.. but no problem will be solved if the customer service agent or the technician doesn’t understand the question purely because the agent doesn’t speak or completely understand the language of the person making the complaint. And for LIME to take money out of the pockets of Bajans and other Caribbean nationals just to safe a buck.. is just wrong.. especially if it starts to backfire..

  2. Tracyann Greenidge
    Tracyann Greenidge September 26, 2014 at 6:17 am

    I couldn’t agree with u more Sarah Pomeranz Layne..

  3. Tony Webster September 26, 2014 at 6:56 am

    If LIME employed monkeys on Mars…it would be more “financially efficacious”…and we could also enjoy the Martian version of muzak whilst waiting for a RLP to answer our calls for help.
    Yep, I much prefer RLP…A Real, Live Person…preferably a yooman being who actually knows that Christ Church rectory is located in the parish of Christ Church. Yes, I got hold of a fine Reverend Austin Husbands. Next time I am privileged to speak with him, I shall ask him to pray for “MORE TIME” , for LIME. Hey, I’m a poet and doan even know it.

    To be a li’l more serious, I offer a possible facet of this C&W / LIME imbroligo, which has the a greater histotry..and stamina …than Days of our lives. This involves the effect of a stronly-entrenched unionism factor. Simply put, the union has been calling the shots there …for eons. When a certain bank where i was employed , commenced negotiations, one of the very early “shots across the bow” dfrokm thier side, was to point to another (supposedly “fine example”) wherein folks were treated “well” by thier employers….and paid “very well”. Yes, you guessed it right. Popping-up like a “jack-in-the-box”…was the current salary fogutes and “perks”…for the folks over at C&W. So one is left witha couple od scenarios, of which the reader may freely choose, as “causative factors”-

    We now talk to acall-vcentre folks , because C&W management are :-
    1. Greedy
    2. Stupid.
    3. Greedy AND stupid
    4. Enemy ships spotted on the horizon.
    5. Need cost-effective solutions.
    6. They came down with “ckic’n’gun-to-the-head” syndrome.

    NOW, here’s where you get a chance at the jack-pot prize: WHY, exactly WHY … did our FIRST hi-tech FDI firm, viz. International Scientific (latterly, Plessy Inc), located at the Grantley Adams Industrial Park, just pack-up and leave our shores? Yes, I know some young Bajans were only glints in their father’s eyes…but I know; and I remember. Very well, thank you.

  4. Cisco Wolf
    Cisco Wolf September 26, 2014 at 7:38 am

    I hope anyone reading that BS doesn’t believe that. Let’s go down memory lane. ” In emphasising its commitment to respond to the customers’ call for a local Contact Centre, LIME confirmed that it has been feverishly working to re-establish the centre in Barbados and that it had already started to receive calls from local customers, on a very limited scale.

    He noted that there may still be some delays as agents take a few weeks to undergo training and equip themselves with the tools to engage customers on LIME’s full suite of services. However, the Barbados contact centre is expected to be fully operational by December 1.” –

  5. Bobby Brown
    Bobby Brown September 26, 2014 at 8:00 am

    Imagine a man lost his job amd called them and said what happened and next thing they sent a debt collector for the man, are you people silly.

  6. Angel Blossoms
    Angel Blossoms September 26, 2014 at 9:30 am

    Week after week we are having problems with our wifi .Calling costumer service is a nightmare .if and when you get through the person don,t understand you.These things are done to bajans because we don,t stand up for anything ,we accept the bad service and call the radio stations who cannot help at all.

  7. Gregory Yearwood
    Gregory Yearwood September 26, 2014 at 1:06 pm

    do we get a chance when we can’t pay the bill. I don’t understand how someone can’t get service and lime still tell you pay a bill for a service you’re not getting. Thank goodness I have given them all the time they want. I am FLOWing …Leave you guys to deal with that.

  8. Mac10 September 26, 2014 at 4:58 pm

    How long have Cable & Wireless/Lime been in Barbados with plenty of time to get it right, & yet want more time?

    The biggest laugh is ringing to find a number & you hear the operator clearly going through the phone book, I could do that myself.

  9. Astra September 27, 2014 at 9:04 am

    Time for what I ask? Why re-invent the wheel, this is not the case in other developed countries. we have no contact number for offices here in Barbados and I was offered a number for Lime in Jamaica…. If El Savador couldn’t help, how will Jamaica… Its bare jokes all round for Lime. Yet, Flow is informing customers of downtime in service before it takes place. Maybe Lime can take some tips from Flow. I agree, when it comes to Barbados – they take the p*ss because Bajans are far too laid back.


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