BPO Call Center Companies Jamaica

Call Center Software Solution in Jamaica

Get world-class call center software from KrispCall in Jamaica to improve your business efficiency. Enhance customer experiences and boost productivity with our superb communication technologies.

Make/receive calls to/from Jamaica with virtual numbers conveniently
Advanced call management features to manage a high volume of calls
Suited for both on-premise and remote working environments
24/7 human support is available.
Call Center Software Solution in Jamaica

Get Virtual Phone Numbers To Set up BPO Call Center in Jamaica

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How to Set up a BPO Call Center Company in Jamaica?

With KrispCall, you can easily set up a BPO call center in Jamaica. Simply follow the steps below to get your call center up and running in no time.

  1. Sign up with a KrispCall Account
  2. Purchase the virtual phone number and submit the necessary documents
  3. Add and Invite agents
  4. Assign the virtual number to your agents
  5. Start making calls with your agents.
How to Set up Call Center Software for Small Business
BPO Call Center Industry in Jamaica – An Overview

BPO Call Center Industry in Jamaica – An Overview

Even though the first call centers in Jamaica were established in the early 1990s, the BPO call center industry evolved rapidly in the early 2000s. Ever since Jamaica has been the prime location for businesses from all over the world to outsource their call center operations. With excellent government support, skilled agents, huge numbers of outsourced call centers, and favourable business environment, Jamaica is leading the BPO call center hub. 

Having a positive impact on the Jamaican economy, the BPO call center industry is currently valued at 450 million USD, has created around 36,000 jobs, generated greater revenue, and helped to attract foreign investment. Additionally, the industry is expected to grow in the coming years, which will further benefit Jamaica’s economy.

Benefits of Hiring a BPO Call Center Company in Jamaica

Economical: Jamaica has lower labor costs than other developed countries, which makes hiring a BPO call center there more affordable.
Highly skilled workforce: Jamaican call center agents are known for their professionalism, skillset, and customer focus.
Excellent infrastructure: A high-quality telecommunications and transportation system is available in Jamaica.
Government support: Jamaica's government supports the BPO industry and has implemented a number of tax exemption policies.
Proximity to the US: Located close to the US, Jamaica is an ideal location for US-based companies seeking to outsource their call centers.
Benefits of Hiring a BPO Call Center Company in Jamaica

Top 17 Call Center Companies in Jamaica Best for Business Process Outsourcing

Etech Global Services logo

Etech Global Services

Having earned a peak revenue of $440 million in 2022, Etech Global Services is the leading call center provider in Jamaica. It has partnered with more than 50 global clients and was awarded as one of the world's top 500 BPO service providers. It specializes in an inbound and outbound call center operations, omnichannel CX support, and digital engagement.

Advantage Communications logo

Advantage Communications

Advantage Communications is another notable call center company in Jamaica with an annual revenue of $50 million. It was established in 1977 and offers a wide range of services, including customer service outsourcing, back office outsourcing, and call center services. It has a team of more than 1,000 committed and experienced employees.

fusion

Fusion BPO Services

With over 33 years of experience and workstations in 14 countries, Fusion BPO is known to be a leading call center company in Jamaica. The company was founded in 2004 and specializes in various aspects of customer experience, offering escalation handling, customer loyalty management, after-sales customer service, revenue management, and complaint Management.

Genesis logo

Genesis Support

Genesis Support is stationed in Montego Bay and is well known for its multidisciplinary call centers. The company provides call center services to businesses across various industries globally and has virtual offices in the USA and INDIA. The company employs more than 500 people and takes pride in addressing business challenges promptly.

ibex logo

Ibex

Ibex is a global customer engagement company that operates from its base in Portmore. It is one of the fastest-growing call center companies trusted by the world’s leading brands. It was founded in 2016 and employs over 5,000 agents. The company has been providing seamless customer experience with well-trained agents and A.I. augmented workstations.

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iTel Jamaica

With services like customer support, technical support, digital interactions with customers, and back-office operations to clients worldwide, iTel Jamaica, as a company, has a strong presence in the Jamaican call center industry. its head office is situated in Montego Bay and was founded in 2013 and has a cumulative workforce of 6000 personnel.

Yateman International logo

Yateman International

Yateman International, a virtual assistant service provider based in Greater Portmore, St. Catherine, provides customer care specialists for both B2B and B2C companies. It includes handling a large number of calls and messages, email support, full help desk service, and pre and post-sales support. The company has a small team of less than 25 members with a wealth of professional experience and impressive skills.

SEGOSO Logo

Segoso Caribbean

Segoso Caribbean offers modern contact center solutions for both B2B and B2C companies with over 1100 employees. They focus on providing fast, automated, and seamless interactions to improve overall customer experience. It has a reputation as a reliable and trusted outsourcing solution for Fortune 100 companies in finance, health care, utilities, telecoms, and retail.

NK Customer Solutions logo

NK Customer Solutions

NK Customer Solutions is a Jamaican call center company that is headquartered in St. Mary. It was founded in 2019 and has a versatile team of 200 people who are committed to providing exemplary customer service. It is one of the top Jamaican BPO companies that provide solutions to complex issues faced by businesses worldwide.

Nice Global logo

Nice Global

Nice Global offers full-service business omnichannel services to its clients. It is committed to providing high-quality services like customer services, technical support, and answering services. It was founded in the year 2015 and has employed over 500 individuals who are masters of BPO, Customer Care, Account Management, and Service delivery.

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Tactical Development Solutions Limited

Established in 2017 by a group of individuals, Tactical Development Solutions specializes in outsourced call center solutions. It helps its clients reduce operational costs, improve efficiency, and solve business problems. Currently, it has employed nearly 200 individuals and is headquartered in St. Catherine.

Teleperformance

Teleperformance

Teleperformance is a global call center outsourcing company that has a presence in Jamaica as well. It has been a part of the Jamaican ecosystem for more than 20 years. It was awarded the Outstanding BPO Outsourcing Operator award by the Montego Bay Chamber of Commerce. It is well-known for its comprehensive and AI-powered service offerings including customer care, technical support, trust, and safety services.

Boulou Blue logo

Boulou Blue

Boulou Blue Ltd. is a Jamaican BPO and customer support service provider that also offers consulting services. The company was founded in 2020 and has a small but efficient team of over 50 experts in customer experience, program management, and human resources. The company aims to meet the needs of a wide range of businesses, from Business Process Outsourcing to Customer Relationship Management.

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Visionary Outsourcing Solutions logo

Visionary Outsourcing Solutions

Over 20 years of combined experience in contact center solutions make up the Visionary Outsourcing Solutions leadership team. These professionals have worked with Fortune 500 companies and completed countless B2B campaigns. It provides businesses of all types with inbound & outbound call center solutions and interactive and automated services.

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KeyBPO logo

KeyBPO

KeyBPO helps its clients with a wide range of call center services, including customer support, relationship management services, virtual receptionists and assistants. Its clients include businesses from telecommunication, financial, retail, and tech industries. Headquartered in Kingston, KeyBPO started its operation in 2006, and now has over 500 devoted employees.

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Platinum logo

Platinum BPO

Platinum BPO is a fully equipped call center solution provider that offers inbound and outbound contact center services in Jamaica. Its head office is located in Montego Bay, and it has all the necessary skills, experience, and resources to help its clients improve customer experience and reduce costs. The company was founded in 2017 and now it has over 200 employees.

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VL BPO logo

VL BPO

VL BPO is a reputable contact center service provider that focuses on serving the needs of small and mid-size businesses including customer care, appointment support and sales, technical support, back office, and administration support. It is committed to delivering high-quality service to its clients by helping them to achieve better customer satisfaction.

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Working with a BPO Call Center Company in Jamaica: Best Practices

Working with a BPO call center in Jamaica involves following the following best practices:

Clearly define objectives and expectations: Setting clear expectations for the services you need is essential. You should specify the level of service you expect, the ticket and call answering time, as well as the languages agents should speak.
Establish Key Performance Indicators(KPIs): Set specific KPIs like First contact resolution (FCR), Average speed of answer (ASA), Average handle time (AHT), Customer satisfaction (CSAT), and Net promoter score (NPS) based on your business needs and check their alignment with your goals.
Monitor performance: Make sure the BPO call center company is performing well and evaluate it regularly. This will help ensure the company meets your expectations and delivers the desired results.
Communicate regularly: It is important to communicate regularly with the BPO call center company to ensure that you are getting the services you need. This includes things like providing feedback on the agents' performance, reporting any problems, and making changes to your requirements.
Be flexible: The BPO call center industry is constantly evolving, so it is important to be flexible and willing to adapt to changes. This includes things like changes in technology, customer expectations, and regulations.
Provide your own Feedback and Recognition: Give constructive feedback to agents and provide reviews on their performance. Encourage agents to strive for excellence and recognize exceptional achievements.
Why Choose KrispCall for BPO Call Center Software in Jamaica

Why Choose KrispCall for BPO Call Center Software in Jamaica?

Affordable Plans: KripCall has economic plans loaded with several features, suitable for all sizes of business, ensuring cost savings.
Highly Flexible and Scalable: It’s cloud-based and easily accessible from anywhere just with an internet connection and easily adapts to evolving needs.
Easy integration: Easily integrate KrispCall’s call center software with your existing communication system and streamline business operations.
Improved customer experience: Deliver timely response and convenient service to customers, demonstrating your commitment to them.
Pioneering features: Leverage the power of cutting-edge features like unified callbox, call monitoring, and global calling to streamline your call center’s operations.
Instant Reporting and Analytics: KrispCall delivers instantaneous reporting and analytics, enabling businesses to make data-driven, informed decisions.

Best BPO Call Center Software Providers in Jamaica

1. KrispCall

KrispCall is the top business process outsourcing call center provider in Malaysia. It is the most reliable and sophisticated provider offering contact center software in more than 100 countries. The easy installation, user-friendly interface, and competitive pricing make it an ideal BPO Call Center Software for businesses of all sizes.

krispCall

With its highly developed call center features like unified callbox, global calling, and call monitoring, agents can access customer insights in real-time to improve business efficiency and resolve queries immediately. Its interactive voice response (IVR) eliminates the necessity for a physical receptionist and routes calls to appropriate agents.

2. NICE

Named as the leader in CCaaS environment in Q1 2024 by The Forester Wave and Gartner Magic Quadrant, NICE is an outstanding service provider in Jamaica without a doubt and harnesses the power of artificial intelligence to optimize customer interactions.

nice dashboard

Their software analyzes customer sentiments, enabling agents to provide personalized responses and enhance overall service quality. Further, Nice’s software can help your agents provide a more personalized response, which can make the customers feel like they are being heard and that their concerns are being addressed.

3. Avaya

Having partnered with global organizations like Atento, John Hopkins, and G-star, Avaya has been a major player in the communication solutions industry for many years. It is a reliable call center software provider in Jamaica that offers a comprehensive suite of features that cater to every aspect of call center operations.

Avaya

Robust analytics and reporting features of Avaya provide invaluable insights into call center performance, helping businesses make data-driven decisions to enhance efficiency and customer satisfaction.

4. Genesys

Recognized by the 2024 Gartner Magic Quadrant as a leader in the CCaaS industry, Genesys offers a wide range of AI-powered features and other functionality to businesses so that they can tailor their contact center solution to meet their specific needs. By transforming siloed customer interactions into connected experiences it empowers organizations across all industries.

genesys named a leader

In addition to that, their AI-powered omnichannel contact center solutions with top-notch features enable businesses to engage with customers across various platforms, resulting in improved customer satisfaction and loyalty.

5. Five9

Like others on this list Five9 is also a CCaaS worldwide leader as per the 2024 Gartner Magic Quadrant. Five9 has established itself as one of Jamaica’s top call center software providers, offering an array of exceptional services that make it a standout choice in the industry.

five9

What truly sets Five9 apart is its features’ impressive depth and uniqueness, making it a compelling choice for businesses looking to elevate their call center operations. It equips call centers with advanced features, such as predictive dialing and intelligent routing. This ensures that calls are handled efficiently, leading to higher productivity.

6. Talkdesk

Talkdesk is a modern call center service provider that was awarded the 8th position in the 2023 Forbes Cloud 100 List. Its cloud-based contact center solutions also offer a number of features with high scalability and flexibility that can help call centers in Jamaica improve their customer service.

talkdesk al-powered

Adding to it, Talkdesk’s omnichannel routing capabilities allow call centers to handle customer inquiries from a variety of channels, including phone, email, chat, and social media. This allows call centers in Jamaica to adapt quickly to changing business needs while maintaining high-quality service.

7. HotTelecom

HotTelecom is a cloud call center provider that offers VoIP services globally. With a great rating on G2, it is a trustworthy service source that offers world-class call center solutions to ensure seamless communication with customers worldwide.

hottelecom

As a cloud call center provider in Jamaica, HotTelecom offers many features for businesses seeking superior call center management, including real-time call monitoring, automatic call distribution, intelligent analytics, and integration with CRMs.

8. Teleperformance

With over 20 years of experience and the capacity of Teleperformance in Jamaica, it is able to provide comprehensive, and AI-powered service tailored to each customer’s specific needs. Their call center software assists agents in providing exceptional service through real-time analytics and insights.

teleperformance

On top of that, Teleperformance is known for its expertise in elevating customer engagement. Through versatile capabilities, it provides exceptional service that goes beyond normal limits, illustrating its commitment to excellence.

9. Avoxi

Trusted by over 7000 global brands and having a reach in more than 150 countries, Avoxi is a cloud call center provider that provides solutions that are flexible, affordable, and easy to use. It offers solutions that are tailored to the needs of businesses and empower them to streamline their operations, enhance customer interactions, and make data-driven decisions.

Avoxi

To complement the ability of their system, Avoxi offers call center features like call management, performance tracking, IVRs, and call insights that enhance customer experience and improve call center efficiency.

10. Cloudtalk

Cloudtalk is a remarkable call center solution provider that uses features like data analytics, workflow automation, world-class scalability, and seamless integrations. With Cloudtalk, you can grow your business with scalable cloud contact center software in the cloud. Its flexibility makes it a great choice for call centers in Jamaica looking to expand.

cloudtalk

From call routing and IVR to real-time monitoring and analytics, Cloudtalk covers all the bases, enabling call centers to deliver top-notch service. With its flexibility and feature-rich platform, it’s the ideal partner to help your call center thrive in a dynamic business environment.

Frequently Asked Questions

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In Jamaica, you can expect to pay between $50 to $80 per user per month to set up a small to mid-sized call center. If you set up a BPO call center in Jamaica, you are likely to save up to 40 to 60 percent of the initial investment when compared to a US call center. To make the setup process even more cost-effective, KrispCall is offering its call center software solution at just $15 per user per month.

You can start a BPO call center business in Jamaica by following these five easy steps:

Step 1: Determine the type of call center you want to set up. 

The type of call center you operate is based on the type of companies you approach for contracts and the type of work you want to do. It can be an inbound, outbound, automated, multichannel, omnichannel, or virtual call center.

Step 2: Create a Business growth plan. 

Develop a business plan depending on the type of call center you wish to establish. The plan must include market research, choosing your niche, cost management, scalability planning, global expansion, and risk management. 

Step 3: Register your business in Jamaica. 

You will have to list your business’ name for registration, open a bank account, clear tax duties, and submit documents to complete the registration.

Step 4: Seek location, spaces, and employees

Lease a space in a building that is suitable for optimal operation and has sufficient space, which will allow for future business expansion and hire professionals with adequate experience.

Step 5: Market your business.

Promote your company to businesses that seek to outsource their work, both locally and internationally.

Some specific benefits of outsourcing call center operations to Jamaica:

  • Cost savings: The labor costs in Jamaica are significantly lower than in many other developed countries.
  • Flexibility and scalability: Jamaican outsourced call center operations can provide companies with more flexibility and scalability.
  • Access to the latest technology: Jamaican call centers have access to the latest technology, which can help companies improve their customer service and efficiency.
  • Better customer service: Outsourcing call center operations can help companies improve their customer service by providing 24/7 support.
  • Reduced risk: Outsourcing your call center operations to Jamaica can help companies reduce risk by transferring the responsibilities that need to be managed.

To run an inbound call center service in Jamaica, you must look into the following requirements:

  • A suitable infrastructure
  • Call center software and telecommunication equipment
  • Efficient and trained employees
  • Credible business plan
  • Marketing and excellent service delivery

On top of these basics, you are required to have legal registration and approval from the Jamaican government to get your call center going.

When choosing a BPO call center company for your business, you must look into the following factors:

  • Experience and Track record/reputation
  • Capital and IT capabilities
  • Scalability and security
  • Services and availability/downtime
  • Customer support and reporting

Using these factors, you can narrow down the choices and select a service provider that you deem suitable.

There are several reasons that might create a need to outsource your outbound call center to Jamaica. Some of them include:

  • You can save money on labor costs because labor costs in Jamaica are significantly lower than other prominent outsourcing regions.
  • You can improve your customer service delivery with well-trained and affectionate Jamaican call center agents.
  • Improved business flexibility and scalability are at your fingertips with Jamaican outsourced call centers.
  • Call centers in Jamaica have access to the latest call center technologies that can improve the efficiency and overall productivity of your business.
  • The Jamaican government is accommodating and offers significant benefits to businesses that have outsourced their call centers there.