Nearshore Americas Presents: Jamaica BPO 2012 - 2

BPO Jamaica
Combining proximity, scalability, and a deep-rooted tradition in hospitality, Jamaica has developed a competitive niche in the global services sector. With 2.71 million English-speaking inhabitants, Jamaica has attracted the world’s largest outsourcers including ACS/Xerox, Teleperformance, and most recently Convergys. But, local industry veterans stress that this tale of two cities has just begun to unfold. With the support of a recently elected and proactive government, the BPO workforce in Jamaica has the potential to double over the next ﬁve years. Jamaica outperformed China, Mexico, Poland, Colombia, and Panama on ﬁnancial attractiveness in the 2011 A.T. Kearney Global Services Location Index. It also beat India in the ‘business environment’ category. Today’s Jamaica is a highly competitive and attractive business environment. The current BPO landscape employs over 13,000 full-time agents in customer service, ﬁnance & accounting, human resources, design, receivables management, help desk support, outbound sales and lead generation.

Experience the Future of Caribbean Outsourcing

In addition to third-party service providers, global enterprises are successfully scaling their back-o ce operations here. Companies like Vista Print and Scotiabank have been pushing Jamaica beyond single function customer support and sales activities for years, and now include more sophisticated operations in design and banking. Human capital is a major strength of Jamaica’s overall value proposition. Aside from the U.S. and Canada, Jamaica has the largest English speaking population in the Western Hemisphere. “Our agents are ready to engage clients with a hospitable ‘street-savvy’ approach and a nity to U.S. culture that we don’t ﬁnd anywhere else”, explained Kevin Lightfoot Vice President of Corporate Communications at ACS Xerox. Forged out of a tradition in tourism, Jamaica’s workforce has been eager to ﬁnd new career opportunities in BPO, helping to put this Caribbean nation’s economy on a brighter path to sustainable growth. And while Montego Bay continues to attract attention from the global sourcing community, BPO operators are awakening to the tremendous opportunity which Kingston, the capital of Jamaica, o ers with its even larger intellectual capital base and labour pool.

---------------------------------------------------------------------------------“Three-time Olympic gold medal winner and world’s fastest man Usain Bolt embodies Jamaicans’ competitiveness and drive to succeed.” Page 2

Becky Stockhausen
Jamaica - Executive Director

American Chamber of Commerce

Nearshore Americas Presents: Jamaica BPO 2012

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