MONTEGO BAY, JAMAICA – Itel, the Caribbean’s largest customer experience (CX) provider, is expanding its operations in Jamaica, defying the industry trend of contraction.
The company has secured two major new clients, a logistics firm and a large US retailer, prompting a hiring initiative to add 2,000 employees across the island.
The logistics company’s operations will be based in Kingston, while the U.S. retailer will expand its support services in Montego Bay, boosting Itel’s workforce and increasing its regional footprint.
New contracts signal growth for Caribbean CX industry
Itel’s expansion comes at a time when the Caribbean CX industry has faced some slowdown, driven by decreased demand from North American clients. However, these two new contracts mark a positive shift.
In addition to the new contracts, Itel is integrating artificial intelligence into its services, launching a suite of AI-driven tools to enhance its customer experience solutions. This move aims to provide a more tailored and efficient service to its clients.
Targeting emerging sectors amid global challenges
Despite global challenges affecting CX providers, Itel is actively seeking new clients, with a focus on emerging sectors with high growth potential. The company is investing in its sales team and targeting startups and small to medium-sized businesses, alongside its existing larger clients.
“We have spent the last few years building the itel brand regionally as an employer of choice across the Caribbean and Latin America, which has allowed us to recruit and expand at an impressive rate,” said Yoni Epstein, Itel’s founding chairman and CEO. “We’ve also built brand recognition internationally, attracting top clients and competing with much larger players in the CX space.”
Itel operates in several countries across the Caribbean and Latin America, including the Bahamas, Saint Lucia, Guyana, Mexico, Honduras, and Colombia, with additional operations in the US and Canada, solidifying its global presence.
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