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‘Call Centre on every island doesn’t make sense’ – C&W CEO Phil Bentley

Many persons have often expressed their disfavor of LIME not having home based customers’ service as all customers queries are made to overseas destinations. This was something Chief Executive Officer of Cable and Wireless (C&W), parent company of LIME Mr. Phil Bentley was asked to address recently at a press conference. Photo: VINO
Mr Bentley was on his first visit to the Territory and was faced with the question regarding why there were no customer service agents present in the Virgin Islands. In responding, he gave no indication that the company was prepared to change that situation any time soon. Photo: VINO
Mr Bentley was on his first visit to the Territory and was faced with the question regarding why there were no customer service agents present in the Virgin Islands. In responding, he gave no indication that the company was prepared to change that situation any time soon. Photo: VINO
ROAD TOWN, Tortola, VI – Many persons have often expressed their disfavor of LIME not having home based customers’ service as all customers queries are made to overseas destinations. This was something Chief Executive Officer of Cable and Wireless (C&W), parent company of LIME Mr. Phil Bentley was asked to address recently at a press conference.

Mr Bentley was on his first visit to the Territory and was faced with the question regarding why there were no customer service agents present in the Virgin Islands. In responding, he gave no indication that the company was prepared to change that situation any time soon.

“I understand the difference between the Islands, the accents and the culture, I understand that and we are sensitive to that but the fact is that if we had a call centre on every island it would be huge and inefficient,” Mr Bentley said.

He said that there is an optimum size for call centers for training, retention and giving persons the opportunity to develop, “and it just doesn’t make sense to have a call centre on every island, it just doesn’t.”

He said that they have been looking at the quality of their service using a point scoring system referred to as Net Promoter which they have proven to have been very efficient and accurate.

“So what I can tell you is that that Net Promoter score in the BVI - it’s in April to June - has gone up quite significantly. And we would want to continue increasing our net promoter score,” he said, adding that they have worked through the customer service recommendations and to date they are improving. “Can we do more, well there is always somebody who feels like that of course but step by step systematically I am telling you we are improving customer service.”

18 Responses to “‘Call Centre on every island doesn’t make sense’ – C&W CEO Phil Bentley”

  • voter (24/08/2014, 10:25) Like (8) Dislike (2) Reply
    Yea i hate to be calling and getting jamacia
  • Just saying (24/08/2014, 11:25) Like (12) Dislike (2) Reply
    Mr. Bentley should consider at least a small call center for the BVI. As an International Finance Jurisdiction Lime makes more money in this jurisdiction than even some of the bigger jurisdictions that I have too call when I have a problem with my phone, especially considering the difference in exchange rates. They are just playing big business with their cash-cow. Cutting employee costs and services while making millions. Doesn't seem fair to me. It is cheaper to pay someone in Jamaica and Santo Domingo, yes, but we should have at least a skeleton fault staff in the BVI.
  • Fault (24/08/2014, 12:05) Like (8) Dislike (1) Reply
    I have no problem to get Jamaica or St. Lucie on the phone, but yesterday, when I had a very severe problem with my internet, I was transfered to SOUTH AMERICA!!! I didn't understand half of what the lady told me, as I do not speak spanish. That is utter disrespect to the customers in the BVI's
  • Sour Lime (24/08/2014, 12:28) Like (14) Dislike (1) Reply
    These guys in Jamaica are not aware of the problems we are experiencing locally so they cannot assist us efficiently. Having to explain everything to them and having them say we are not aware of that when Mr. Augustine is aware that the problems happened because "Lime was upgrading their system and they were not aware that it resulted in some people having poor or no internet because many people didn't call to report it" is ridiculous. Some problems can be fixed just by speaking to someone locally but because of their call center you have to waste precious minutes during your lunch break to visit their office or speak to the Jamaicans that refer you to a 1800 number.
  • bowfinger (24/08/2014, 14:02) Like (4) Dislike (3) Reply
    But how hard is it for one person to answer the phone in LIME office?? There's like 100 of them working there not to mention the technicians who are up and down driving in the company jeeps and trucks while running their own personal errands on company time. At the end of the day, LIME just wants our $$$ even though they know that their service sucks!!
  • Fed Up! (24/08/2014, 14:17) Like (1) Dislike (0) Reply
    Forget a call centre. I would be happy for a service that doesn't drop or deregister the number every five minutes. Yeesh.
  • otuifhjkgvb,mj (24/08/2014, 15:15) Like (8) Dislike (0) Reply
    Lime doesn't even have a (published/known) direct number to the local store to facilitate queries and issues etc. Even a simple measure like this can possibly help.
  • Gave up (24/08/2014, 16:11) Like (1) Dislike (0) Reply
    That's exactly why I dropped lime! Had a propel for so long and reported it 3 times and never got fixed. This went on so long that lime eventually gave my number away to someone else and told me oh, sorry! It's too late and there's nothing they can do. Poor service! I will never go back to them!
  • sense (24/08/2014, 16:29) Like (3) Dislike (0) Reply
    He said it doesn't make sense, that is because it would actually put customers in the forefront. Customer service? What a joke. Half of the time these people offer no decent assistance and are out of touch with issues on this island. It is your company, so you could put customer service on the moon if you like, but it should satisfy its intended purpose, to serve your customers.
  • cell user (24/08/2014, 18:04) Like (1) Dislike (0) Reply
    thats why some of deeds phone companies can do as they please with the people and get away, we sit back and complain and never take action. we are the cowardest set of people on planet earth
  • LIME SOUR (25/08/2014, 07:02) Like (0) Dislike (0) Reply
    And their Virgin Gorda office is rarely open these days. They can still operate their regular hours as the ferry schedule allows it. POOR SERVICE ALL AROUND
  • Plank (25/08/2014, 07:07) Like (1) Dislike (1) Reply
    I don't know who is advising this Mr. Bentley. But the best advice you can Get Mr. Bentley is to listen to your most important people, (your customers) especially those that are sharing personal experience. Your customers have all your solutions, if you would just "LISTEN"
  • Real (25/08/2014, 07:13) Like (2) Dislike (0) Reply
    I don't care where I'm calling for customer service, what bothers me is the fact that when I call lime customer service from my lime cell phone they charging me...
  • Timberlands (25/08/2014, 13:54) Like (0) Dislike (0) Reply
    I guess it's a way to save money cause those countries don't use the US dollar
  • Real Deal (29/08/2014, 19:53) Like (0) Dislike (0) Reply
    No we do not need call centre on every island but the bvi vi Needs a response when a call is made for information and not a ringing phone off the hook and chargeable fees for overseas information on local challenges.


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