By Fay Simmons

Tribune Business Reporter

jsimmons@tribunemedia.net

Bahamas Power & Light (BPL) has unveiled the rebranding of its call centre as the customer engagement unit while pledging a faster, more responsive service for users.

Machale Taylor, the unit’s manager, said since the rebrand at the beginning of the month the call centre has been upgraded and expanded into a comprehensive, always-open hub for BPL customers.

He said consumers can now contact the unit to report a wide variety of issues including billing inquiries, emergencies and operational problems.

“We would have transitioned from the name the call centre to the customer engagement unit as of November 1, and this has been a very exciting time for us. The customer engagement unit oversees the call centre and the front line of Bahamas Power & Light here on Blue Hill Road,” said Mr Taylor.

"Persons are calling into the call centre. It's now 24 hours, seven days a week. Persons have different issues that they contact the call centre for - billing issues, persons who want to have information as it relates to billing queries, outages throughout the Commonwealth of the Bahamas.

“Persons are able to call into the call centre for any issues, whether it's a downed lamp pole or any emergency. Basically, the call centre is the hub which more or less deals with any issue as it relates to Bahamas Power & Light.”

Mr Taylor said BPL has recently undertaken a major overhaul of its customer service operations, aiming to provide faster, more efficient and more responsive support to its growing customer base. The improvements are designed to ensure that every interaction with the utility, whether routine or urgent, is handled promptly and professionally. 

“We’ve enhanced our systems, expanded our training and introduced new tools that allow us to meet customer needs better. Our mission is to deliver consistent, efficient and courteous service every time a customer reaches out,” said Mr Taylor. 

He added that the customer engagement unit is now accessible not only via telephone but also through e-mail, making it more convenient for residents outside New Providence. 

“Many times you have customers who are on the Family Islands who must necessarily be able to call in, and so they're able to send an e-mail. And we have a team of persons who are there to answer these e-mails 24/7,” said Mr Taylor.

Keishalyn Moss, BPL’s credit and collections senior manager, added that the move to offer 24-hour service marks a major upgrade in the utility’s operations and sets a new benchmark for accessibility and responsiveness. 

“This transformation is about being there when our customers need us most. Whether it’s a question, a concern or an emergency, our team is ready and equipped to engage around the clock and ensure every interaction leaves a positive impression,” she added.