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Customer Service

Caribbean

Jamaican women process reservations for a US tour operator.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. 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

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