Proximity to the US and a bevy of English speakers are helping the Caribbean lure a growing slice of the global call-center business.
Until recently, chances were pretty good that a toll-free phone
call made from the US to an airline to book a flight, or to a
bank to inquire about an account balance, would be answered by
an agent in India or the Philippines, longtime leaders in the
worldwide call-center industry.
|Jamaican women process
reservations for a US tour operator.
But these days, the Caribbean is vigorously promoting itself
as a sensible, low-cost outsourcing alternative to Asia
and it's enjoying huge success. Jamaica alone has 8,000 "seats"
or positions, and 15,000 actual agents. Christopher McNair, an
information technology advisor at the Jamaican government's
investment promotion agency, Jampro, says that 18 companies
the largest being ACS in the Montego Bay Free Zone, West
in Kingston and e-Services Group International (e-SGI) at both
locations now operate call centers in Jamaica.
In May, e-SGI, whose 1,500 workers process over...
Already have an account?
Subscribe now for unlimited access to all current and archive news, data and market analysis.
Take a free two-week trial now for the latest news, data and market analysis.