Meet the Customer Care Centre
ith the growth of ICWI’s customer base over the years, it became necessary to make changes within the organisation in order to improve the level of customer care. Therefore in February 2013, the plan to broaden the size and responsibilities of the Telemarketing Department was implemented. This new team would now form the official call centre for the Company and was renamed the Customer Care Centre. The Customer Care Centre is now located on the third floor of the Head Office and is comprised of six customer service representatives who are dedicated to fulfilling their Department’s new goals. In addition to handling the usual over the phone queries, quotations and renewals, the Customer Care Centre will now be responsible for all renewal and cover note expiry reminders, birthday calls and claim update calls for all of ICWI’s Jamaican branches. The intention is that in the future, it will also become the official Call Centre for all of the regional offices.
The Customer Care Centre is dedicated to building long term relationships by creating a positive customer experience with every interaction and delivering the best in service and information to clients. The team strives to provide an outstanding customer experience in keeping with the Company’s motto, “Serving you is all we do.”
A message from the Manager, Mrs. Alrea Washington-Hoilett: “Each and every person in the Customer Care Centre has an impact on achieving objectives to create quality, efficiency, accessibility and ultimately, customer satisfaction. We will do this within the context of effective processes and technology. We believe that each service interaction forms the basis of the client’s perceptions of the overall Company and if we can manage and maintain a high quality of service delivery, we can positively impact the retention of existing clients and have a significant impact on new business acquisition.”
ICWI April/May 2013