KM2 and TELUS to manage LIME's St. Lucia new call centre
CASTRIES (LIME) -- Leading telecoms provider, LIME will be making significant improvements to its call centre operations in St. Lucia with new Canada-based partners TELUS and its global contact centre delivery arm, TELUS International and KM2.
KM2 is a regional contact centre business partner with considerable experience serving customers in St. Lucia. The centre will be part of the regional network offering LIME customers who use the service a familiar voice to assist them with their needs. Calls will also be facilitated through other world class centres in the region, which KM2 and Teleperformance will set up and manage. These other centres will be set up in Barbados and Jamaica. Telus 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 are able to 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 LIME’s Online and Facebook Help Centre, the company will continue to enhance the capability of its automated voice support for simple enquiries. “Customers in St. Lucia can expect vastly improved service from our contact centre with TELUS and KM2. This move is in keeping with our commitment to constantly improve the level of service we provide and we expect to see results in the weeks and months ahead. TELUS supports the same product portfolio and call types as us, so this is an ideal partnership to bolster our direction toward giving our customers superior customer-interaction services,” explained Chris Williams, VP Country Operations. “TELUS International is pleased to begin this new partnership with LIME to deliver customer experience innovation through spirited teamwork, agile thinking and a caring culture that puts customers first. Together, we are committed to meeting and exceeding LIME customers’ expectations,” said Jeffrey Puritt, president of TELUS International. TELUS International is an industry leader in telecom subscriber support with extensive knowledge that LIME will leverage in the provision of the services offered by the call centre. While KM2 will be taking over management of the St. Lucia call centre, LIME has indicated that all current agents will have the opportunity to fill vacancies with this transition. KM2 will be providing the facility in St. Lucia and Barbados for TELUS. Teleperformance will be providing the facility in Jamaica.