CEO: LIME outsourcing necessary to 'stay competitive'

Telecommunications company LIME’s deal to contract out some of its work to global firm Ericsson is crucial to helping the firm “stay competitive” and improve services to customers, CEO Bill McCabe said Thursday. 

The move has garnered attention because it means 39 LIME workers will lose jobs with the company. They will, though, have first refusal on roles with Ericsson, which is setting up an operation in Cayman to do maintenance, installation and repair work on behalf of LIME. 

It is a switch that has been made across the Caribbean as LIME moves to an operating model that has proved effective across the globe, Mr. McCabe said.  

He added, “We are not the first company to do this anywhere in the world – it is a tried and tested method to deliver better services.” 

He believes most, if not all, employees laid off by LIME will be taken on by Ericsson. He said it was not clear at this stage how many of the workers even want to move to the firm but insisted it is a great opportunity for those who do. 

Mr. McCabe has been involved in talks with the affected employees over the past few days and he said many were excited about the development. LIME’s main responsibility, though, was to stay competitive, keep the company in business and provide “world-class services” to customers, he said. 

“We live in a competitive world. If we can’t improve our services, we are going to get left behind,” Mr. McCabe said. “This is an initiative to deliver better services to customers, and these guys are global experts coming in to partner with us.  

“They have to build the capabilities here, very quickly they need good people working for them – the guys working for LIME know the LIME systems and infrastructure better than anyone else and they have first refusal on the jobs that are being created by Ericsson.” 

He said Ericsson has the equipment, IT and management systems in place to do the job more quickly and efficiently than LIME could manage itself. 

“They have invested a huge amount – over a billion dollars – in processes and systems to enable them to provide better services to customers on behalf of telecommunications companies. That’s the kind of investment that a small company like us could never make,” he said. 

He said companies worldwide are finding that subcontracting road work, such as instillations and maintenance, is allowing them to focus on other aspects of their business. 

“This is all about improving the service that we deliver to customers. Telecom companies around the world are trying to focus on their core business, which is developing products and services that delight their customers. 

“Having a specialist can help drive a more efficient business and improve service and speed of delivery to customers. Ericsson is a global master of this. They provide these managed services to telecom companies in over 100 countries,” Mr. McCabe added. 

He said the move represents a big opportunity for the workers who make the switch to Ericsson and he insisted that many are excited about doing so. 

It seems likely that there will be some net loss of jobs, though Mr. McCabe said this was not certain. In Barbados, Ericsson hired 130 of the 200 employees laid off by LIME. According to Barbados Today, LIME found roles for other employees who did not move to Ericsson. Mr. McCabe said the company is open to rehiring those laid off, but only if there is an “unmet need.” 


Mr. McCabe


LIME in the Cayman Islands is laying off 39 workers. – PHOTO: STEPHEN CLARKE


  1. What I think CEO Bill McCabe does not understand is that, in my opinion, the main reason why LIME has not been able to stay competitive is because of poor leadership and a lack of vision and creativity from the management teams in the Cayman Islands and the region.

    It appears to me that the move from Cable Wireless (Cayman) Ltd. to LIME was done without any honest and meaningful changes to the way the business provides service; and in fact some of the changes involved, especially the outsourcing of the call centre operations, only served to further frustrate an already irate customer base. It is my opinion that the LIME leadership teams in Cayman and the region have for some time now demonstrated that they care very little about resolving the main areas of concern highlighted by their customers in the Cayman Islands. This has been blatantly obvious from my interactions with other LIME customers as most seem to feel that the company, while making significant investments in new technology, has not responded in a positive and constructive way to the numerous complaints and recommendations regarding the poor quality of service provided.

    The only question remaining is What exactly is LIME capable of doing correctly? The company has basically admitted that they are not capable of performing their own installation, maintenance and repair work. In a recent article I noticed where a regional LIME executive indicated that the company was not good at managing the retail store operations (, and we all know that LIME has been a disaster at managing the call centre and overall customer service operations.

    While it is critical for any business to take steps to remain competitive it is my opinion that failed local and regional leadership is the primary cause of the problems currently faced by LIME in the Cayman Islands.

  2. With all due respect Mr. McCabe since outsourcing call center and report faults, your service sucks so bad that I’ve moved my business. Staying competitive or should I say in lay mans terms, greedy only makes your service bad and now that there are alternatives your customers are going to leave.

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