Digicel moves TT call centre operation to Jamaica, cuts 126 jobs

Telecommunications provider Digicel announced on Monday that it has transitioned its Trinidad Consumer Contact Centre to a consolidated regional centre in Jamaica, resulting in more than a hundred workers losing their jobs.

“As a company, we are forever grateful for the contributions of our Contact Centre agents and recognise their commitment to providing excellent service as our customers’ first point of contact,” said Digicel Trinidad CEO Abraham Smith, confirming the move that has resulted in 126 workers being retrenched.

Smith said that it is no secret that the Call Centre has been the “heartbeat of our customer operations for 17 years, with many people throughout the business starting their journey there.

“It has been a great source of energy and vibrancy for the company and we will work toward keeping that spirit alive in all that we do,” he said, acknowledging that “while this decision was not taken lightly, we firmly believe that this move will benefit our customers and the company in the long run, as this consolidation will streamline our operations and reduce cost, which will ultimately help us to continue to be a competitive and sustainable business”.

In the statement announcing the retrenchment, Digicel said it has engaged several third-party customer contact-centre operators and is in discussions with them to absorb the affected employees into their operations in the coming weeks.

The former workers will be supported through their job transition under an ‘Employee Assistance Programme’, with workshops that include resume writing, interview skills and financial management.

CMC