Brown Hill Communications Ltd. officially opened
Has capacity to employ 180 persons

By Pauline Waruguru
Nevis Reporter, SKNVibes.com

Sheik-Nur Hagi, General Manager Brown Hill Communications Ltd. and Premier Joseph Parry

This disclosure was made last Thursday (Oct. 23) by Nevis’ Premier, the Hon. Joseph Parry at the official opening ceremony of the communication entity.

Premier Parry also declared that an additional 90 persons would be employed by BHCL during the course of 2009, bringing the total number of employees to 180. He also informed that the additional employees would be working from 5:00 p.m. to 12 midnight.

In an interview with the General Manager of BHCL, Sheik-Nur Haji, he told SKNVibes that Nevisians, when trained, would have the skills to service international clients. Haji, who introduced the concept of call centre to Nevis, posited that good relationships with communities are the key to successful call centres.

The Canada-based high ranked communication company is 100 years old and services 27 million clients in that country. Haji said Nevisians employed at BHCL’s call centre are constantly being trained to handle Bell Canada business.

A call centre is a physical place where customer and other telephone calls are handled by an organisation with some amount of automation. Haji explained that local calls are made in Canada and rings in Nevis. He also said Nevis is privileged to associate with Bell Canada, which is one of the largest communication companies in Canada.

Premier Parry, who officiated at the opening ceremony, said Nevis’ environment offers investor confidence and that is reason why Bell Canada had chosen to invest there. He added that reputable companies do not invest in countries unless there is an enabling environment.

Guests at the official opening of Brown Hill Communication Ltd.

Haji is convinced that service industry that is driven by modern communication systems is ideal for St. Kitts and Nevis, following the closure of the sugar industry and vulnerability of the islands due to the annual threats by hurricanes.

He said in 1996 income generated through first world’s call centres outsourcing business to calls centres based in second and third world countries amounted to US$6.8B. 

 After 12 years, Haji, who has been in the call centres business for the past 16 years, said that income had grown to US$60.9 US dollars. He however noted that out of that amount, US$30B is outsourced from India.

Haji further explained that a call centre has the ability to handle a considerable volume of calls at the same time, which are then screened and forwarded to someone qualified to handle them. He also said that large organisations use telephone to sell or service products and services, and informed that “we talk to consumers on behalf of Bell Canada…mainly North Americans”.

The General Manager stated that Nevisians have the potential to move away from traditional occupations into competitive jobs in the global economy. “Nevisians need to be displayed as competent. I treat Nevisians, whether they identify with blue or green, with utmost respect. No business can survive without community support,” Haji said.

Premier Parry said BHCL call centre has come in handy and it has created employment at a time when the island’s major employer, Four Seasons Resort, is being renovated following damages caused by Hurricane Omar. 

“Nevis is a small place. One hurricane can change a big part of Nevis,” Parry said.
He said the time is ripe for the economy to be diversified: “We have had our eggs in one basket.  Since 1991 we have depended on Four Seasons. The time has come for diversification. We have sworn to the people of Nevis we will find jobs for them…educate yourselves and be willing to save and to work.”

Haji is convinced that equal opportunities should be offered to Nevisians who are willing to learn new skills and are willing to be competent: “We need to infect the new Nevisian workforce. The new Nevisian workforce has to survive in the global market.”

~~Adz:Left~~Meanwhile, BHCL is already involved in community service. The company, on Thursday, donated DVD players to the Ivor Walters Primary and St. John’s Primary Schools.  The company has indicated that in addition to a DVD player and a Nintendo WII, which have already been delivered, it would donate 10 computers to the Special Education Unit.

Also at the BHCL official opening ceremony, a number of employees were awarded for outstanding performance. Suseth Parris received the Leadership Excellence award; Melissa Bess got the Leadership, Dedication and Commitment award; Raul Lakhram, Jo-ann Williams and Atria Webb received the Dedication and Commitment award; Oceanna Williams for Most Improved Score; Allison Dore for Commitment, Dedication and Leadership; and Dannel Tayler was awarded for Dedication and Adaptability.

Haji congratulated the employees and said BHCL’s official opening was an important milestone.
“I truly appreciate the presence of the government and people of Nevis, the business community of Charlestown and members of the press across this Federation.

“It has taken our organisation months of hard work, dedication and commitment to be here and to create an organisation that is client-centric, execution-focused and a near-shore partner to its most trusted client – Bell Canada.

To meet our client needs, we have put in place the necessary infrastructure, manpower and know how to run day-to-day operations while meeting customer- experience measurements and revenue expectations within an effective cost model. Our mandate going forward will be to dazzle our customers. Every interaction is critical to manage, whether it is through a telephone conversation, an email, a fax or through the provisioning of services.

“Our quest is to create and sustain a high-performance culture. We do this by building employee commitment and enthusiasm, acting with speed and flexibility and driving and sustaining personal and professional growth. We are committed to our people. Leadership and employee satisfaction are equally a performance expectation and a focus within our organisation.

“We are committed to responsible and ethical social as well as business practices and the betterment of our community. We demonstrate this leadership through policies and programmes that are supported by a foundation of solid values but, most importantly, we demonstrate this through our actions,” Haji said.

He also stated that his company would provide an inclusive, caring and creative environment that would enable its team members to give of their best.

“We also know that how we conduct ourselves and our business is as important as delivering outstanding service. How we work with customers, partners, governments, vendors and our community is fundamental to our success as a company.

“We look forward to being part of the Nevis Community, to be a partner of choice to Bell and to certainly be the leading customer care organisation in this Federation,” he added.