First Look

LIME Partners with Canadian Company for New Call Centre Services

LIME | 2012-08-13 15:28:00

LIME Jamaica has announced a partnership with Canadian-based telecommunications company TELUS, through its global contact centre delivery arm TELUS International, which will result in a transition of LIME’s customer care services from ACS in Kingston to TELUS International between August and October of this year. The deal is expected to deliver immediate service improvements to customers on completion of new centres in Montego Bay, Barbados and St Lucia.

TELUS International will deliver a world-class service standard, giving LIME customers the most extensive options to get help and support in the region. This includes agents who can handle a wider selection of enquiries, ensuring customers get the response they need faster and minimizing the need for transfers to other agents. In addition to our Online and Facebook Help Centre, the company will continue to enhance the capability of its automated voice support for simple enquiries.
This partnership announcement comes just weeks after Managing Director, LIME, Jamaica & Cayman Islands, Garry Sinclair told shareholders at the 2012 Annual General Meeting that the company is focused on delighting customers as its top priority.
“This partnership with TELUS is exactly what we need as we intensify our efforts to surpass our customers’ expectations and delight our customers. So when customers call, chat or email us TELUS will be supporting us to ensure they get the best response in a timely manner. They have an outstanding track record in managing our product portfolio and we expect our customers to have an improved experience as soon as the transition from ACS is complete,” he explained.

Mr. Sinclair also acknowledged the work of current call centre operators, ACS which, over the last three years, has handled millions of interactions on behalf of LIME.  LIME has made adequate provisions for those impacted.

“ACS has served us well, and has helped us to achieve a lot of our customer care objectives. I want to thank them for a very successful partnership that included handling over six million interactions on our behalf. As we take the next step TELUS, selected through a tender process, has demonstrated that they can leverage the wealth of experience that aligns with our plans for the next few years. We are confident the transition from ACS to TELUS will be a smooth one,” said Mr. Sinclair. 

“We are pleased to be working with LIME to deliver exceptional customer experience to LIME customers.  By working together, we are pairing TELUS International’s focus on customer experience innovation through spirited teamwork, agile thinking and a caring culture that puts customers first with LIME’s commitment to meeting and exceeding their customers’ needs,” said Jeffrey Puritt, president of TELUS International.

TELUS International is an industry leading customer service provider with centres in North America, Asia and Central America, and Europe. Operations will be set up in Jamaica as a part of a regional network of customer support centres with others in Barbados and St. Lucia.

Posted By :Camille Taylor

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