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


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.

Advantage Communications and its Caribbean partner, ICD Group, are proud to support FLOW in the restoration of their customers’ experience with the brand.

“Putting people first is our guiding principle,” says Kent MacPhee, CEO of Advantage Communications. “Our focus in recent years has been to extend our reputation for creating meaningful jobs from Canada to Jamaica, while continuing to push the boundaries of efficiency and customer satisfaction. This new partnership with FLOW will allow us to show what we can do in the Caribbean market!”

“This is a proud moment for Advantage Communications,” said Joseph M. Matalon, ACI board member and chairman of its parent company ICD Group. “We see our role as a catalyst bringing together the critical elements that allow FLOW Jamaica to achieve their customer-focused as well as commercial objectives.”

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