Above: Digicel CEO Abraham Smith.

Digicel has announced that it has transitioned its Trinidad Consumer Contact Centre to a consolidated regional centre of excellence in Jamaica. The move will result in the retrenchment of 126 employees; however, the company has engaged several third-party customer contact-centre operators and are in discussions with them to absorb the affected employees into their operations in the coming weeks.

The company also announced that their Regional Corporate Contact Centre will be consolidated as well, into a centre of excellence based here in Trinidad and Tobago. The company outlined that retrenched employees will be treated fairly and with respect, and they will be supported through their transition with expanded EAP services, and special Transition Workshops on resume writing, interview skills and financial management amongst other initiatives.

Digicel CEO, Abraham Smith stated: “As a company, we are forever grateful for the contributions of our Contact Centre Agents and recognize their commitment to providing excellent service as our customers’ first point of contact. It is no secret that the Call Centre has been the heartbeat of our customer operations for 17 years, with many people throughout the business starting their journey there. It 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.

He added, “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.”