August 1, 2006
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
Proximity to the US and a bevy of English speakers are helping the Caribbean lure a growing slice of the global call-center business.