Why Choose Jamaican Call Centers
Known worldwide for its exemplary tourism sector, Jamaica is extending the relaxing destination as a corporate-minded location for BPO investment. 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 when doing business in this beautiful island nation.
The Benefits of Jamaica’s Call Center Industry
- Strategic Location: 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.
- Skilled, English-Fluent Workforce: 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.
- Exquisite Infrastructure: Jamaica offers a diverse and modernized transportation system, with ample electrical and telecommunication infrastructures forged by the bustling tourism sector.
- Government Support: By continually incentivizing outside investment, Jamaica has signaled a long-term commitment to support BPO operations.
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?
Jamaica’s BPO industry offers several key advantages. The country’s skilled, English-fluent workforce is well known for providing high-quality customer service while offering a cost advantage. Additionally, Jamaica boasts a politically stable environment and strong, growing business infrastructure.
What are the cost benefits of outsourcing to Jamaican call centers?
Jamaican call centers offer a competitive labor market and operating costs, providing significant savings compared to other outsourcing destinations. Add on the Jamaican government’s incentives and tax breaks and you have a recipe for enhanced CX at lower costs!
What types of services do Jamaican call centers offer?
Jamaica’s BPO industry is experienced in several service types, including customer support, IT, sales and marketing, back-office operations, medical transcriptions, and insurance claims processing.
How reliable is the infrastructure in Jamaica?
Jamaica boasts a modern telecommunications network with high-speed internet and reliable voice service, thanks to significant government investment. It also has a well-developed transportation infrastructure, including international airports and highways, ensuring easy access to call center facilities.
What time zones do Jamaican call centers cover?
Jamaican call centers operate in Eastern Standard Time (EST), providing excellent coverage for businesses in North America, Europe, and South America.
How skilled is the workforce in Jamaica?
Jamaican call center workers are recognized for their strong English language skills and friendly demeanor. Their patience and problem-solving abilities make them well-suited for providing exceptional customer service.
What industries are best suited for outsourcing to Jamaica?
Jamaica is ideal for outsourcing in industries like customer service, tech support, healthcare, finance, and telecommunications. Its skilled workforce, cost advantages, and strategic location make it an attractive choice for any business looking to enhance operations and boost customer satisfaction though.
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 | |
