Flow Gives Customers More Self Help Access Via New State-Of-The-Art Interactive Voice Response (Ivr) System

Customer Feedback Ratings Improve

In its continuing effort to give customers more ways to access its services and transform its customer experience, Flow has introduced an upgraded state-of-the-art Interactive Voice Response (IVR) system which facilitates self-serve options 24 hours per day, 7 days per week.

This move comes as Flow completes its comprehensive rebranding across the Caribbean and relocates its new Customer Contact Centre of Excellence to Jamaica. Since February 2016, Flow has embarked on a phased reintroduction of the Customer Contact Centre of Excellence, the aim of which is to improve service levels in Jamaica and across the wider Caribbean.  

With the newly introduced IVR system, customers of the former Columbus (legacy Flow) will begin to experience a much more interactive service that allows them to:  automatically access account information such as bill balances, last payment made, current payment due date, as well as pay cable TV and broadband bills. The IVR facilitates instant credit card payments, which are posted to their accounts immediately. This service was already available to customers of the former LIME brand.

The implementation of the IVR results in quicker response times and speedier resolution of issues.

Since May 2, all mobile customer calls within Jamaica are being handled by Jamaican agents 24/7 and Jamaica’s fixed line and broadband customer calls are now being routed to the new centre, Monday to Sunday from 7am to 7pm. Additionally, the IVR service as well as all cable calls will also be fully managed from Jamaica starting June 2016.

Alvin Stokes, SVP Customer Experience, expressed delight at the progress being made as the company takes deliberate steps on its journey towards becoming the number one service provider across the region. “The addition of the upgraded transactional capabilities of the state-of-the-art IVR system underscores our mission to totally transform our customer experience. Early indications are that we have been making inroads,” Stokes said, while confirming that “since the relocation of the Contact Centre of Excellence back to Jamaica we have seen an improvement in customer satisfaction ratings of +18%.”