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With People, Passion & Technology in Jamaica

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How Advantage Communications is challenging the contact center industry with the latest technology and its people first culture

Passion for helping people, combined with its use of groundbreaking and innovative technologies such as operational intelligence, deep learning, and augmented reality, has positioned Advantage Communications as a disruptor to the traditional contact center industry and one of the leading BPOs when it comes to offering a people-friendly customer experience.

Using augmented reality, ACI has figured out how to present real-time visual feedback to agents that increase productivity by 20%

ACI Employees in Jamaica

Established in 1996, Advantage Communications (ACI) is built on a cultural tenet that ‘people are everything’. And whether that means being an ‘Employer of Choice’ in the industry, or its philosophy that customer care is a brand-enhancing experience that should delight and impress customers, ACI is passionate about putting people first. With clients with over 400 FTE, as well as a number of long-term client relationships lasting over 15 years, ACI’s people culture has proven itself with over 15,000 customer testimonials from successful partnerships.

Take its operations in Jamaica. Today ACI’s Jamaican call centers employ over 1,000+ people across three locations in over 50,000 square feet of high-tech workspace.

PEOPLE, PASSION & TECHNOLOGY

Success starts with the company’s frontline agents. Celina Hendricks is the Regional Site Director at Advantage Communications’ Jamaica and is responsible for the successful delivery at the site, managing and servicing the facilities and, most importantly, staff engagement.

Each morning Celina visits every floor of ACI’s five-floor building and greets staff. “We spend the majority of our lives in the office. Work isn’t simply a job and an income; there-fore, we create an environment where our employees wake up in the morning and are happy to come into the office. Frontline staff need to be happy, everything comes out in their tone, their voice and their interactions with the customers.”

Engaged employees are key to successful training. And that’s crucial for transforming agents to brand ambassadors. ACI’s agents quickly become immersed in customers’ products and services, their brand values, and what they represent. Changing the conversation around service excellence is one example of how ACI’s passion is driving change.

Advantage Communications has 'in the moment' AI-enabled speech analytics that analyzes 100% of phone conversations and prompts agents with the best things to say based on the context of the conversation.

The result? Proactive agents who are coached in real-time and execute perfectly on every call.

Customer service today is often digital and omnichannel, but that doesn’t take people out of the equation. When technology is seamlessly integrated with human interaction, customer effort is reduced. That’s why the right mix of technology is important.

Advantage Communications has sought out and implemented game-changing technologies such as a proprietary augmented reality software for real-time operational intel. AI-enabled Live Call Guidance technology tracks and enforces actions such as empathy and active listening. And omnichannel conversational self-service, using intelligent virtual agents or chatbots, is paired with a live agent – providing the best of both worlds.

GROWTH IN JAMAICA

The success of Advantage Communications in Jamaica is set to grow in the coming year, with the company’s new team of executives already planning some exciting initiatives to revolutionize the industry further, including the opening of a new ‘Branded Experience Center” for one of their clients. Jamaica has a highly educated English-speaking workforce with the country offering BPO-specific training at the University level. Jamaica is also in close proximity to major mar-kets within similar time zones, allowing ACI to easily and efficiently work with high-profile cli-ents in the Caribbean and North America.

Celina Hendricks adds: “We’ve built an incredibly strong reputation within the BPO sector. The highly-skilled Jamaican workforce has enabled us to go above and beyond for our clients, meaning we don’t just offer a one-size-fits-all approach. We customize each of our programs and services for the specific needs of our clients.”

Advantage Communications is reinventing the call center with a modern approach that lowers customer effort, leverages innovative technology, and provides exceptional brand experiences. Its operations in Jamaica and Canada are poised for expansion in the year ahead.

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