Regional telecommunications firm Digicel today (March 27) announced that it has transitioned its Trinidad and Tobago Consumer Contact Centre to Jamaica.

The Jamaican contact centre is being consolidated into a regional centre of excellence. As a result of this move of consolidation, Digicel has terminated 126 posts at its T&T operations. This move is in keeping with its long-term strategy to improve operational efficiency.

In a statement announcing the retrenchment, Digicel disclosed that it has engaged several third-party customer contact centre operators and is in discussions with them to absorb the affected employees into their operations in the coming weeks.

The company added that former workers will be supported through their transition with expanded Employee Assistance Program services, and special transition workshops on résumé writing, interview skills, and financial management amongst other initiatives.

Consolidation in Jamaica

Digicel emphasised that its Regional Corporate Contact Centre will be consolidated into a centre of excellence based in Jamaica while the retrenched employees in T&T will be treated fairly and with respect.

In confirming the move, Digicel Trinidad CEO Abraham Smith commented that the decision to terminate the positions “was not taken lightly, we firmly believe that this move will benefit our customers and the company in the long run, as this consolidation will streamline our operations and reduce cost, which will ultimately help us to continue to be a competitive and sustainable business.”

Continuing, he contended that “as a company, we are forever grateful for the contributions of our Contact Centre agents and recognise their commitment to providing excellent service as our customers’ first point of contact.”  

Arguing that, it is no secret that the contact centre has been the “heartbeat of our customer operations for 17 years with many people throughout the business starting their journey there”, Smith noted that the contact centre “has been a great source of energy and vibrancy for the company and we will work toward keeping that spirit alive in all that we do.”

“While this decision was not taken lightly, we firmly believe that this move will benefit our customers and the company in the long run, as this consolidation will streamline our operations and reduce cost, which will ultimately help us to continue to be a competitive and sustainable business,” said Smith.