Member Care Centre

Since 1999, the Jamaica National Building Society (JNBS) has been operating one of the country’s most modern Call Centres from the heart of the central business district in New Kingston, to serve its expanding branch network, subsidiaries and overseas offices.

Known at the Member Care Centre, JNBS is aware that a state-of-the-art Call Center is one of the most trustworthy modern, computer-based tools that can provide its Members and clients with a seamless and efficient “customer experience.”

Experts in the service industry concur that a carefully managed Member Care Centre is a ‘best practice’ that raises the service morale of the organisaton for both employees and clients. Leading corporate entities, such as Jamaica National, therefore, thrive on providing the channel of communication that facilitates easier business for customers. 

The JN Member Care Centre is one solid first step in this direction.

Ensuring Quality Service to Members

Today, more than 30 specially trained Agents handle in excess of 1,000 calls on a daily basis. With a strong focus on quality assurance, each Agent undergoes a rigorous selection process, participates in a series of comprehensive training courses at the JN Learning and Development Centre. Through these endeavours, the Society’s management ensures that the ‘best-of-the-best’ interfaces with its Members.

At the Member Care Centre, quality technology connects with superb personnel to drive a Call Center environment that promotes “member satisfaction” as its prime reason for existence.

The Jamaica National’s Centre carefully deploys IVR (Integrated Voice Response) and ACD (Automatic Call Distribution) applications that are typical to the Call Centre industry; but, has enhanced its operations with proprietary service standards.

Beyond the technology, Jamaica National offers a high level of service, ranked at 97% in the 2007 Bill Johnson Polls, that leverages both personnel attitude and aptitude to achieve overall client satisfaction.

As a matter of fact, the veracity of the JN Member Care Centre has allowed it to expand its influence beyond providing Member Care for Jamaica National Building Society, serving now as satellite contact unit on behalf of its subsidiaries. Two such examples are the Call Centre services on behalf of Jamaica Automobile Association and NEM Insurance Company (JA Limited).