Business Process Outsourcing
Today’s Jamaica is a highly competitive and attractive business destination, which has emerged as the leading contact centre location in the English-speaking Caribbean with over 10,000 full time agents in the offshore business process outsourcing (BPO) sector. With an established track record in finance & accounting, human resource outsourcing (HRO), receivables management, technical helpdesk support, outbound sales and lead generation, Jamaica has been recognized by Gartner as a destination to watch and by A.T. Kearney as a favorable BPO destination. With nearshore access to the US, low attrition rates and high labor force availability among secondary and university graduates (over 20%), Jamaica provides great value to anyone looking for a BPO destination. This value proposition is bolstered by average call centre and BPO salaries being 40-60% lower than the corresponding salaries in the USA. These advantages, as well as the fact that the Government has demonstrated its support for this priority sector, have kept industry heavyweights such ACS (Xerox), Teleperformance and West Corporation operating in the island for almost a decade.
Why Jamaica for outsourcing?
1. Close to the United States 2. Educated English speaking workforce 3. Dedicated and productive workers 4. Competitive business costs 5. Priority on improving Data security 6. Excellent telecoms infrastructure 7. Established track record in BPO 8. Strong Government support for ICT 9. Stable business climate 10. Great quality of life
Jamaica’s BPO providers typically operate as free zone-type companies, whether or not they are physically located in a Free Zone. The flexibility of Jamaica’s Free Zone laws allows for Single Entity Free Zones, which can be established anywhere outside of a designated free zone space. In both scenarios, companies operating under the Free Zone Act are eligible for a range of benefits. Designated Free Zone areas in the island are located in Montego Bay, Kingston and Portmore.
In addition to the work being done by the government to provide more space within the Free Zones for expansion among existing players and the accommodation new entrants, there are private sector-focused BPO projects, such as the Barnett Tech Park in Montego Bay, which will allow operators to build their own facilities or to partner with the park owner in the build out process. Currently, Vistaprint – a leading online provider of marketing collateral, is building its Caribbean headquarters in the Barnett Tech Park.
Jamaica’s world-class and robust telecoms infrastructure ranks among the most developed in the world when compared to the US and UK. Jamaica has the highest teledensity rate in the entire Latin America and Caribbean (LAC) region, while mobile penetration exceeds the rest of the Caribbean and rivals many developed nations in the world at over 109%. Multiple mobile service providers offer 3G, 4G, WiMax and international roaming capabilities.
The presence of three broadband carriers ensures triple redundancy and 99.99% up-time on broadband services. Jamaica has seamless connectivity to North America, Latin America and the Caribbean via three parallel fibre routes to the Americas Region Caribbean Ring System (ARCOS-1) submarine cable in the Dominican Republic. There is also a complete fibre ring around Jamaica.