BTC upgrades contact center to improve customer care

NASSAU, BAHAMAS — BTC has upgraded its customer support capabilities with the launch of the Genesys Conversational Interactive Voice Response (IVR) platform at its Contact Center.

The new system, part of a broader push to enhance service, aims to improve response efficiency by reducing wait times and offering more personalized assistance.

According to K. Teneile Simmons, BTC’s Executive Senior Manager for Customer Experience, the cloud-based system allows BTC to adapt quickly to evolving customer needs.

She stated, “We are committed to providing the highest level of care and support for our customers. The upgraded Contact Center allows us to proactively communicate with customers. The platform is easier to navigate and includes more self-help tools.”

The new Contact Center, accessible via CALL-BTC (225-5282), became operational in September and offers features such as instant bill balance retrieval, a WhatsApp chat transfer option to connect with live agents, notifications about service disruptions, basic troubleshooting guidance, access to technical support, directory assistance and weather updates.

Customers have reportedly shared positive feedback.

Kendra Hanna praised the system’s efficiency in providing instant bill balances. “I often call BTC and speak with a live agent every month to obtain my balance, but last month I was able to instantly get my bill balance for my mobile phone. Kudos to BTC for allowing customers to have their needs met over the phone without any long wait times.”

Brenda Rolle appreciated the ease of navigation and other services like directory assistance and weather forecasts. “My experience calling the upgraded BTC Contact Center was positive. It has been working well and it’s extremely easy to understand. What I really like is being able to receive directory assistance and the weather. It made me recall when there was a separate three-digit number that persons called to get this information, now everything can be found by just calling one number,” Rolle said.

The Contact Center upgrade aligns with BTC’s recent customer service enhancements, including updates to its WhatsApp Chatbot and MyBTC Mobile App. On October 1, BTC joined international CX Day celebrations, recognizing customer support efforts with various incentives and initiatives.

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