Neil Fairfield, General Manager of Prism’s Outsourced Business Services Division, believes that Trinidad is very much under-represented in the international contact centre market. He adds that “Despite many other Caribbean countries employing thousands in the industry, we still have to establish ourselves as a destination for service buyers. We already have the ingredients for success; a thriving contact centre industry is built on a foundation of leading edge information and communications technology and exceptional staff operating at all levels within the organisation. Our tertiary education establishments are now producing significant numbers of articulate, intelligent and committed individuals well suited to building and supporting the required technology and delivering world class services to any organisation’s customers”.
On the alliance with Transactel Fairfield added “It’s not often that you find a partner organisation that so clearly demonstrates values so similar to yours. It’s very easy to see that we can work well together. Transactel provides us with a clear roadmap for developing our business and the industry in Trinidad in all key aspects of call centre operation. We’ve seen many other call centres, both in the region and internationally, and few can compare.”
Transactel is headquartered in Barbados and operates contact centres in Guatemala and El Salvador. The company has doubled in size over the past 5 years and now employs over 4,500 ‘Service Heroes’. In 2009 it was ranked 30th in the Central American and Caribbean Regional Best Companies List by the Great Place to Work Institute. It has also received several other contact centre industry awards including being ranked as one of the world’s top 20 contact centres by Contact Centre World in the same year.
The Prism Services Group operates in Trinidad, Barbados and Jamaica and provides services to many of the Caribbean’s premier businesses. In addition to the call centre services offered by the parent company their portfolio extends to document mailing solutions, through Streamline Solutions Ltd. (formerly Trinidad and Tobago Mailing Systems Ltd.), Loyalty Management and Physical and Electronic Records Management (Stronghold Data Solutions Ltd.). Prism’s contact centre operation’s telephony technology also supports client needs for voice messaging, remote hosted PBX, automated customer surveys and a host of other services.
