Flow establishes mobile experience training unit

Telecommunications firm, Flow has taken another step in its efforts to prepare customer service agents at its New Kingston based contact centre, to adequately address customers' needs.

The company has established a Mobile Experience Unit equipped with handset devices, tablets, and smart television to enable interactive learning for customer service agents, to better prepare them to confidently engage with customers on the company's products and services.

The devices include: Samsung Note 8, Samsung S8, J7 Neo, LG K8, ZTE A320, Go 1402 and the Samsung Galaxy Tablet.

Ronnie Thompson, senior director customer experience is optimistic that the Mobile Experience Unit will greatly assist in enhancing the customer service delivery skills of its agents.

"At Flow we are continuously devising ways to better serve our customers who are our number one priority, and the unit is one such strategy that will allow for product simulations and troubleshooting," said Thompson.

Celina Hendriks, contact centre site director is happy for the level of exposure the Mobile Experience Unit will provide for the agents.

"It is imperative that all our agents are equipped with the required skill sets and we therefore will be ensuring that they receive the 'hands on' training, using the new Mobile Experience Unit," said Hendriks,

" I have no doubt that it will continue to add to our investment with the brand, and provide our customers with the absolute best service," she added.

Jeremy Lewis was one of the customer service agents who welcomed the opportunity for the hands-on training.

"I think it is a really good idea," said Lewis.

"While most agents know how to navigate a smart phone through online tutorials, having the actual devices for hands-on learning makes a big difference," added Lewis.