Better Flow

Telecoms company promises improved customer service

Determined to hold on to the title of leading telecommunications provider on the island, Flow Barbados has responded to the increasing calls from customers for better service and speedier resolution of issues.

In keeping with its promise to deliver an improved level of customer service, the telecommunications company has made a “significant investment” in a brand new Customer Experience Centre at its former retail store at Windsor Lodge, St Michael, which was officially launched today.

The company has hired 20 new agents, who have gone through an intense seven weeks of training to prepare them for their new role.

Managing Director of Flow Barbados Jenson Sylvester told Barbados TODAY he was confident the “solutions centre” would improve the overall experience of customers who encounter billing issues, service faults and have general queries.

He also said the general feedback from customers to the new centre so far was positive, adding that “we expect that to get even better as we go through the year.

“We know better than anyone else that we have not always gotten it right. So we are starting the year with the ‘Action in Satisfaction’ campaign. That is a critical piece to ensuring that this customer experience has longevity. So it is not just something that we start and then stop,” Sylvester assured, while pointing out that staff would undergo continuous training so they are able to adequately resolve challenges customers face.

“Because of our position in the market, being the market leader, and the fact that we have the first 4GLTE network and fibre to the home across 98 per cent of the island, because of that position, we are ensuring that we continue to drive world-class customer service.

“The fact is that we deliver a service to most of the country, so that is important and that is why we are making such a large investment,” he explained.

The ‘Action in Satisfaction’ campaign, which was launched recently, is a multi-pronged initiative aimed at inspiring employees to constantly deliver high quality service experience.

“[It] is really more than just a short-term campaign, it is an evolutionary process for how we engage with our staff and by extension how we engage with our customers,” he said.

Following Liberty Global’s £3.5 billion takeover of Flow’s parent company, Cable & Wireless Communications, in 2016, the company has remained in a state of transition, highlighted by various appointments and investments.

Sylvester said while the local telecoms market remained very competitive, the acquisition has given Flow more “breadth that gives us access to scale and content that they deliver across the world”.

“The telecoms market in Barbados is a diverse market. It is increasingly competitive, which is good,” he said.

Sylvester opted not to say what additional investments were on the cards for the Barbados market, but said he was satisfied with the investment in the network upgrades over the past couple of years as they were bearing fruit.

15 Responses to Better Flow

  1. Mencea Crookendale
    Mencea Crookendale January 18, 2018 at 9:54 pm

    The Slow Network needs to give me the speed i pay for.

    Reply
  2. Tony Webster January 19, 2018 at 5:34 am

    I’ve been waiting for eight months, to have the second of my two land-lines switched over to fibre. I didn’t want to be switched over, but they said it was ” mandatory”. All forms filled-out; then they put my main line on fibre, which works (except when BL&P is off); then they “couldn’t find the application” for the other line ; then they “found it’ then….SILENCE. I’ve only been a customer since 1971, so mebbe as a “Johnny come lately”, I gotta wait in line.

    At this rate, they might even qualify for running this country? Lord, cud someone else come along…and buy them over?

    Reply
    • 3rdsun January 19, 2018 at 9:38 am

      Buy them over again???

      Reply
  3. BIG SKY January 19, 2018 at 7:10 am

    Just remind your customers that what ever they sign up for, will not be what they will be paying.It is normally more and this is the norm now for years.

    Reply
  4. BIG SKY January 19, 2018 at 7:13 am

    You continue to talk about customers, knowing full well that the people you have are only with you because there is no viable competition.I want to see how long you can keep up with the bullying tactics that you use.

    Reply
  5. fedup January 19, 2018 at 7:50 am

    I disconnected my landline Sept 27 and got bills for Oct Nov and Dec. lol

    Reply
  6. Richard Johnston January 19, 2018 at 8:00 am

    Old wine in new bottles.

    Reply
  7. Richard Johnston January 19, 2018 at 8:18 am

    Can’t hit a moving target

    Reply
  8. Carlisle Norville January 19, 2018 at 8:56 am

    Flow boast about what they are doing for us customers here in Barbados, (you should experience the internet speed you get in Canada & the U.S,.there is a box you can buy in the u.s. when you set it up, you can watch all the channels you want & phone to, ( flow ripping of Caribbean people,)people should check online to see the bargains you can get, compared to the lies we are offered here in the Caribbean.( we should DEMAND) faster speed from FLOW, for the money we have to pay them.!

    Reply
  9. 3rdsun January 19, 2018 at 9:40 am

    Nothing new, this is recycled statements every couple of years when they feeling the pinch.

    Reply
  10. Alex Alleyne January 19, 2018 at 10:24 am

    Someone I know have been trying to get a problem solve with FLOW for 5 months now with no end in sight. One friend said with new boss in the chair there is “light at the end of the tunnel. I said to her dealing with FLOW “it might be a TRAIN coming”.

    Reply
  11. Buun January 19, 2018 at 4:41 pm

    This company moved it call center all around the world and finally back in Barbados but still can’t it right!

    People don’t get your hopes up on this move. A call center is not for inbound and answer them. If it was that easy, customer service would be top class because most of people answer the calls but no real solutions are provide to their customers. There is the problem.

    It will move again, in the near future as way for them to keep coming up with excuses to their internal problems.

    Reply
  12. Buun January 19, 2018 at 4:47 pm

    This company moved it call center all around the world and finally back in Barbados but still can’t get it right!

    People don’t get your hopes up on this move. A call center is not just for inbound calls and answer them. If it was that easy, customer service would be top class at Flow because most of people answer the calls but no real solutions are provide to their customers. There is the problem.

    It will move again, in the near future as way for them to keep coming up with excuses to their internal problems.

    Reply
  13. borola January 19, 2018 at 7:26 pm

    Third worls company

    Reply
    • borola January 19, 2018 at 7:27 pm

      Third world company and country soon enough

      Reply

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