The Tribune

Island Outsourcers has hired its first wave of call centre agents on Grand Bahama, all of whom recently completed tourism product training coordinated by the Ministry of Tourism (MOT).

Sandra Russell, the Ministry’s senior manager of human resources and training, said: “It was necessary for the agents to first become certified Bahamahost professionals. This was a critical component of the training process; to ensure that they provide exceptional customer service, and are equipped with the knowledge and skills needed to effectively communicate with customers on the islands of the Bahamas.”

While the Ministry collaborated on the training curriculum, Shurland Buchanan, Island Outsourcers’ director of training and learning development, was involved in the transition from training to production.

“At Island Outsourcers we value our core values - quality, integrity, reliability and family,” he explained. “Our training for agents and supervisors emphasises the impact of customer service, not only in the work environment but also in day-to-day life.”

Call centre agent, Kenneth Miller, having previously worked in retail in the Port Lucaya Marketplace, said: “I’ve benefited from the training in that I’ve been able to learn about my country and get an even greater appreciation for it.”

Fellow Grand Bahama resident, Jillian Lightbourne, added: “I would definitely encourage other persons to apply. If you’re looking for a really great experience, this is the right place to come, especially if you want to learn more about tourism.

“Since tourism is our number one industry, we as Bahamians should be top grade in customer service.”

Summing up his experience as training director, Mr Buchanan said: “These guys are a lovely set of friendly people, with genuine warmth. I feel that I want to stay here a little bit longer just to see more.

“As we get other clients coming to Island Outsourcers call centre in the Bahamas, we want to see all of our agents bring the same kind of warmth and family aspect to all of their accounts.”

Island Outsourcers is a Jamaican-based business process outsourcing (BPO) firm that has expanded its call centre services to Grand Bahama.

The company’s new facilities will service the Ministry of Tourism, which has relocated its former Miami-based call centre to Grand Bahama.

Island Outsourcers is actively engaged in the training of its first phase of recruits, and expects to eventually increase its employee headcount to 600 in the long-term.

Ian Rolle, the Grand Bahama Port Authority’s presidentm, said: “Now that hiring and training have begun, it demonstrates their commitment to investing in our economy.

“Providing meaningful employment for residents of Grand Bahama is always one of our primary concerns as we seek to attract new business development.”