Jamaican Call Centers
As a leader in the Caribbean region for business process outsourcing (BPO) investment, Jamaica is an ideal location for organizations seeking a nearshore partner.
Known worldwide for its exemplary tourism sector, Jamaica is extending the relaxing destination as a corporate-minded location for BPO investment. You would be hard-pressed to find objections to putting down call center roots in the beautiful island nation — and with ease of access to markets in the U.S. and Canada, plus traditional outsourcing cost savings, business leaders don’t have to forego convenience for the privilege of a paradisiacal backdrop. And with many direct flights from cities like Miami, Houston, or New York in less than four hours, Jamaica is a call center location that can be easily supervised abroad.
Why Choose Jamaican Call Centers
Jamaica has made a concerted effort to create an economic environment that can nurture the call center industry and help flourish nearshore growth. By continually incentivizing outside investment, Jamaica has signaled a long-term commitment to support BPO operations.
Jamaica offers a diverse and modernized transportation system, with ample electrical and telecommunication infrastructures forged by the bustling tourism sector. In an effort to lower the cost to access these benefits, Jamaica has shepherded a decade-long effort to deregulate its industries for lower costs to nearshore investors.
Seen as an emerging marketplace for call center operations, Jamaica boasts an unbridled, free-market economy that will continue to attract call center organizations.
Skilled and English-Speaking Call Center Workforce in Jamaica
Jamaica offers a highly affable talent pool, supported by skilled call center agents with direct customer service experience from previous roles in the tourism and hospitality sectors.
As the third-largest English-speaking country in the Western Hemisphere, the island nation also offers a diverse population of highly-fluent English speakers. Other languages, such as Spanish and French, are also quite common for Jamaican residents.
True to reputation, few countries can offer nearshore contact center agents as well equipped to deal with the demands of customer challenges in real-time, offering expedient and highly-satisfactory resolutions to customer engagements.
The Evolution and Growth of Call Centers in Jamaica
Under Prime Minister Edward Seaga, Jamaica became an early adopter in the world of outsourcing in 1988. By teaming up with big-name telecommunication companies, Seaga helped to create The Jamaica Digiport International Limited, as well as the massive telecommunication satellite dishes.1 These efforts helped to draw BPO opportunities to the country.
Although outsource call centers existed in Jamaica for the following 20 years, they often experienced a delay when communicating over the phone with customers outside of the country. With the advent of fiber optic communications in 2000 came a solution to this issue, allowing the call center industry to flourish in Jamaica.1
In 2018, Kingston, Jamaica received “Nearshore City of the Year” at the Nexus Illuminate Awards, highlighting the city’s drive to remain a competitive option for foreign investors.2
Two years later, the Jamaican government began The Global Sector Services Apprenticeship Programme which offers 12 months of training, developed in partnership with BPOs and the Jamaican government, to help Jamaican citizens gain relevant call center skills and education.3
1988
Prime Minister Edward Seaga teamed up with big-name telecommunication providers to create The Jamaica Digiport International Limited, which included the installation of massive telecommunication satellite dishes to draw BPO opportunities.
2000
After witnessing the advent of fiber optic communications in the United States, companies began lobbying for and implementing improved voice services in Jamaica, allowing for the expansion of the call center industry.
2018
Kingston, Jamaica wins “Nearshore City of the Year” at the Nexus Illuminate Awards.
2020
The Global Sector Services (GSS) Apprenticeship Programme was launched, offering 12-month training to help Jamaican citizens gain BPO management skills and education.
Frequently Asked Questions: Jamaican Call Centers
Why should I choose a call center in Jamaica?
Choosing a Jamaican call center offers significant advantages. With a skilled English-speaking workforce, Jamaica provides a cost-effective solution while maintaining high-quality service. Its strategic location in the Americas ensures excellent connectivity and time zone alignment. Additionally, Jamaica boasts a stable political environment and a strong commitment to customer satisfaction, making it an ideal choice for businesses seeking reliable and efficient call center services.
What are the cost benefits of outsourcing to Jamaican call centers?
Outsourcing to Jamaican call centers offers substantial cost benefits. Jamaica’s competitive labor market and favorable operating costs provide significant savings compared to many other outsourcing destinations. Additionally, the Jamaican government offers various incentives and tax breaks to support the BPO industry, further enhancing the cost-effectiveness of outsourcing to Jamaica.
What types of services do Jamaican call centers offer?
Jamaican call centers offer a wide range of services to meet diverse business needs. These include customer support, technical assistance, sales and marketing, back-office operations, and specialized services like medical transcription and insurance claims processing. With a skilled workforce and advanced technology, Jamaican call centers can provide tailored solutions to help businesses improve customer satisfaction, increase efficiency, and drive growth.
How reliable is the infrastructure in Jamaica?
Jamaica boasts a reliable infrastructure that supports efficient call center operations. The country has invested significantly in modernizing its telecommunications network, ensuring high-speed internet connectivity and stable voice services. Additionally, Jamaica has a well-developed transportation infrastructure, including international airports and a network of highways, facilitating easy access to call center facilities and ensuring uninterrupted operations.
What time zones do Jamaican call centers cover?
Jamaican call centers operate in the Eastern Standard Time (EST) zone. This time zone alignment offers excellent coverage for businesses in North America, Europe, and South America, enabling seamless communication and efficient customer service across various regions.
How skilled is the workforce in Jamaica?
Jamaican call center workers are renowned for their excellent language skills, particularly in English. They possess a strong command of the language, enabling effective communication with customers from diverse backgrounds. Additionally, Jamaican employees are known for their friendly demeanor, patience, and problem-solving abilities, making them ideal for providing exceptional customer service.
What industries are best suited for outsourcing to Jamaica?
Jamaica is well-suited for outsourcing in various industries. Companies in sectors such as customer service, technology support, healthcare, finance, and telecommunications can benefit significantly from outsourcing to Jamaican call centers. The country’s skilled workforce, favorable cost structure, and strategic location make it an attractive option for businesses seeking to enhance their operations and improve customer satisfaction.
Major Outsourcing Cities in Jamaica
| City | Current Local Time | Flight Times | ||
|---|---|---|---|---|
| San Francisco | Chicago | New York | ||
| Kingston | 06h 38m | 04h 02m | 03h 39m | |
| Montego Bay | 06h 29m | 03h 55m | 03h 36m | |
| Sandy Bay | 06h 28m | 03h 55m | 03h 36m | |
Industry Experience
Our Jamaican outsource call centers have direct experience in the following industries:
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