LIME to invest $1b on customer-service improvement?

December 26th, 2012

I will undoubtedly admit that I have had some real issues with LIME’s customer service, including not being able to get a representative on the phone in a timely manner. However, it still kind of surprised me when I heard that the Telecoms provider will be investing US$12 million or J$1 billion to improve its customer service across the Caribbean region over a three year period.

The regional vice-president for customer service assurance at LIME, Joan Whitehead says “the money will be spent on help centres, a new automated voice platform, workforce management tools and social media support.” Additionally, Whithead states that the operational budget of the company will not be used in this venture, so the actual operating costs should remain the same.

However, I still wonder if this will be money well spent. Although I believe that this is a very important element that this company should revise, I think there are numerous other essential issues that should also be modified.

What is your opinion? Do you believe LIME is moving in the right direction? It’s time again to have your say…

Tags: Caribbean, customer service, Joan Whitehead, LIME, Telecoms