Jamaica Call Center Outsourcing

Location Overview:

  • Founded in June 2014
  • Partnered with Golden Gate BPO in January 2016
  • 350 workstations with capacity to scale
  • English language
  • Multichannel service capabilities
  • Specializing in complex technical support
  • Located in Casoumar Free Zone
  • Operating 24 / 7

Core Capabilities:

  • Premium technical support for hardware/software, IT help desk, remote and take-control services
  • Delivers high-quality contact center solutions with a unique specialization and expertise in handling complex technical support
    • Both PC and MAC related issues
  • Have the knowledge, understanding and skill set to provide world-class technical support across a broad range of consumer electronics
    • Including hardware, software and network issues
  • Operational efficiencies and FCR are enhanced by workforce and proprietary technical tools and solutions

Benefits and Differentiators:

  • Achieves First Call Resolution (FCR) that is unmatched by traditional outsourced providers (90%)
  • Relentless dedication to increasing CSAT and NPS
  • US ownership and management team has over 15 years of experience selling and servicing IT security, PC optimization and PC utilization software
  • Selectively recruits talented, ambitious people and provides them with rigorous and comprehensive training to meet the high standards required by NICE and its clients
  • English speaking workforce with close proximity to the US

About Montego Bay, Jamaica:

  • Educated, diverse and loyal English speaking workforce with strong understanding of American culture
  • Close Proximity to the US – daily nonstop flights (90 minutes from Miami, 4 hours from NYC)
  • Eastern time zone
  • Strong government support, including tax, investment and training incentives, and state-of-the-art technology parks
  • Reliable, scalable and high quality technology infrastructure fully-redundant to US and Europe
  • Most advanced telecommunications structure in the Caribbean
  • Favorable workforce demographics, employee loyalty and low attrition
  • Population of 3M and labor force of 1.3M
  • Forbes ranked Jamaica as best country in Caribbean and 3rd best in LACAR to do business
  • Has the 3rd largest English-speaking population in the Americas, behind only the US and Canada