theme, “Leveraging the Nearshore Caribbean for Outsourcing Services,” the aim of the conference was to further position the Caribbean in the global BPO space and connect overseas investors to the region. The Caribbean’s BPO sector currently employs nearly 100,000 and there is an aggressive push to expand this further.
Caribbean Export, Caribbean Association of Investment Promotion Agencies and JAMPRO organized the 2-day conference at the Iberostar Hotel. The conference was presented by itelbpo, Jamaica’s largest indigenous customer contact centre. The itinerary included key presentations and panel discussions, and highlighted key success stories in the industry.
One such success story was that of itelbpo. Since the company’s launch in 2012, they have grown from a local team of 7 to a global team of 1,000. “Outsourcing the itelbpo way,” declared the company’s Founder & CEO, Yoni Epstein, “is about the Power of People. We have successfully grown into a global contact centre because of our team. That’s why we’ve nurtured a culture and a working environment focused on staff wellness and happiness. We wanted to create a Silicon-valley style office on the waterfront with a strong technological backbone and a skilled workforce, and
we’ve achieved this.”
The region’s human capital was lauded as a major reason why it’s being seen as a strategic Nearshore destination. A skilled and young labour force with strong English and multi-lingual communication skills, as well as high labour retention compared to other BPO regions are just some of the reasons for this strong differentiator. Other key factors that give the Caribbean a competitive edge include, 1) Nearshore location – time zone alignment with North America, short flight times and cultural affinity; 2) modern Infrastructure; 3) high quality of life; and 4) supportive business environment.
The BPO sector is currently Jamaica’s second largest employer. A strong, happy and highly -skilled workforce will play a key part in capturing a greater share of the U$2 billion global market and moving the sector forward.