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Samantha Dumas

World BPO/ITO Forum: The Jamaica Advantage

By | Business Process Outsourcing | No Comments

world bpo

The World BPO/ITO Forum Global Sourcing and Cloud Summit is an exclusive executive summit tailored for C-suite and senior decision-makers from mid to large-cap U.S. enterprise companies, currently using sourcing and cloud services or interested in evaluating these opportunities.

The focus of the summit “Reinventing Global Outsourcing – Harnessing the Cloud,” mirrors the growing trend within the BPO industry and captures the transformation in a new era in sourcing strategy for IT and Business Processing.

The Summit welcomed more than 250 executives and decision-makers from around the world who gathered to share insight and knowledge on IT and business-process sourcing. Topics included cloud services, data security/sovereignty and a host of other technological trends and operational best practices and challenges.

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Advantage Communications restores FLOW’s customer service from operations in Jamaica

By | Outsourcing Customer Service | No Comments


March 14, 2016

Canadian-based business process outsourcer, Advantage Communications Inc. (ACI), has stepped up to the challenge of restoring FLOW’s customer service experience through its operations in Kingston, Jamaica. Since first on-boarding January 26th, ACI now handles 100 per cent of FLOW’s mobile calls. ACI will nearly double in size as FLOW’s customer service is repatriated from El Salvador back to Jamaica, creating upwards of 350 jobs by July.

We intend to put the customer at the heart of everything that we do, in order to become number one in customer service throughout the region,” said Gary Sinclair, managing director of FLOW, at the contract signing ceremony Monday, March 7th.

Now in its 20th year of contact centre management, ACI has mastered the dynamic between cost-efficiency and customer satisfaction. The company founded and based in Prince Edward Island, Canada, upholds some of the highest Net Promoter Scores in the industry, as well as long-standing client relationships in Telecom, Technology, Retail and Financial Services.
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