Jamaica Observer | March 26, 2021
MONTEGO-BAY-based business process outsourcing (BPO) company itelbpo has been contracted by the Government to deliver customer experience management solutions to support the Administration in registering and making appointments for COVID-19 vaccines in Jamaica.
itelbpo, through its 24-hour, seven-day-a-week inbound phone support, will be providing support to the vaccination efforts with scheduling, as well as general emotional care and information sharing for the public. This effort will leverage the already existing relationship between itelbpo and the Government through the Ministry of Health and Wellness regarding their ‘ONE LOVE’ hotline for COVID-19 assistance.
The hotline initiative was initiated last year as part of the country’s proactive disaster risk management strategy. In addition to the online platform being used as the primary channel for citizens to make appointments, the Government has recognized that there are key segments of society, such as the elderly and those without Internet access, who still need the human touch.
TECHNOLOGY-ENABLED VOICE SERVICES BEING PROVIDED
As such itelbpo, which has supported the GOJ throughout the past year by providing technology-enabled voice services, will be providing technology-enabled human interactions to support Jamaica’s vaccination implementation plan. This will meet the public’s need for additional support via the vaccination plan outside of the current digital channels as the BPO company will provide enhanced human interactions backed by data.
Regarding the ‘ONE LOVE’ hotline for COVID-19 assistance, itelbpo has assisted in gathering key information related to cluster outbreaks and public sentiment.
The data have been used to contain the spread of the virus and inform policy decision-making. In signing the contract with itelbpo, Health and Wellness Minister Dr Christopher Tufton acknowledged that the arrangement with itelbpo represents what he described as “a crucial development in Jamaica’s roll-out of its vaccination implementation initiative”.
The vaccination registration process began on March 22 and is initially targeted at vaccinating citizens 75 years and older, as well as healthcare workers and other priority groups. For his part, itelbpo founding Chairman and CEO Yoni Epstein remarked that, “this partnership represents our continued ability to provide a rapid and dependable CX [customer experience] response amidst ever-changing conditions that require a careful balance of machine and humanity. We feel both proud and privileged to be supporting the Government of Jamaica and its citizens in navigating these uncertain times with more confidence and peace of mind.”