The BPO (Business Process Outsourcing) Industry aka the Call Center World is booming in Jamaica.
Never has there been so much work opportunity for High School and Tertiary graduates (Deer, 2016, June 10) albeit short term!
Sutherland is taking on agents (Deer, 2016, September 29) and so is IBEX Global (Deer, 2016, September 26) as Jamaica Call Center Industry expands rapidly. This is even as AI threatens to make Human CSA’s obsolete (Deer, 2017, June 25) along with some 200,000 by 2021.
Watch this video and you’ll see that despite the negative press, nothing can stop the rapid expansion of Call Centers in Jamaica!!
Employment in the BPO Sector is expected to double from the current employment levels of 26,000, raising the value of the sector to some US$262.2 billion by 2022 (The Jamaica Gleaner, 2018, April 15). 60 firms are driving Call Center Growth in Jamaica including the following:
- Sutherland Global Services
At this current rate of growth, we will soon catch up with India and surpass the Philippines as the Call Center capital of the World!
So where does one apply? And what are the qualifications required?
Call Centers Hiring in Jamaica – Company Names and Addresses
Here is a quick listing of Call Centers and where to apply:
Sutherland Global Application
25 Dominica Drive
10-16 Grenada Way
IBEX Call Center
HGS (Hinduja Global Solutions Limited)
Human Resources Manager
Jamaica is suitable because of our close proximity to the main markets of Canada and the USA, the fact that we are natural speakers of English and our extensive Fiber Optic Network that connects the island.
This list is continually being updated so keep your eyes on this spot.
Qualification for the BPO Industry – What can you do for Call Centers
All these Call Centers listed above are currently hiring and their requirements are quite similar:
- Going the extra mile to delight our customers!
- The ability to meet and exceed set goals.
- Build sustainable relationships of trust through open and interactive communication.
- Accurately document and update records in required systems.
- Provide prompt resolutions to customer inquiries by providing appropriate and accurate information.
- Answer incoming calls from customers concerning technical support issues and inquiries in a professional, polite, and courteous manner.
- Field billing inquiries from customers while assisting in activating new service provisions, providing plan upgrade information, and cross-selling when applicable.
Basically there are two (2) categories of Call Center Agent:
- Inbound – TSA and CSA agents
- Outbound – Sales
These three (3) types of Call Center Agent can be described as follows:
- TSA (Technical Support Agent) – Troubleshoot Electronic devices over the phone, requires a fair amount of technical skill)
- CSA (Customer Service Agent) – Provide customer service in terms of answering queries relating to products and services using an interactive platform.
- Sales Agents – Sell products and Service on behalf of a client with the aim to meet a sales quota or target set for that client
Applicants must be 18 years of age or older with at least 5 CSEC subjects (including Mathematics and English) or exam certification, diploma or equivalent.
Persons with a Degree or Diploma are also accepted but what makes you stand out is if you have prior customer service or Call Center experience.
Take a look at this video to get an idea of what Call Center work is all about and the kind of Agent you need to be.
You also need to be available 24-hour with the ability to work full-time hours and of course, you must possess excellent communication and presentation skills.
Typical salary at most Call Centers now starts at $370.00 per hour for most TSA and CSA. You make a lot more, however, if you are a Sales Agent as evidenced from the JA$400 per hour offered by IBEX (Deer, 2016, September 26).
The benefits are also similar across most Call Centers:
- Paid time off
- Medical, dental and vision (optional)
- Performance pay incentives
- Career growth opportunities
Call Center and Telecommuting – The Slow rise of Virtual Call Centers
Salaries are set to increase, however as the competition for Call Center Agents with the level of experience and especially with Sales talent gets fierce.
Also, other smaller and more nimble Call Centers are coming, mainly from niche clients and entrepreneurs starting out small in Jamaica. I’ll list those smaller niches Call Centers in another blog article on my main blog My Thoughts on Technology and Jamaica.
The rise of Virtual Call Centers such as Kingston Call Center (Deer, 2017, July 23) and Versatel Marketing (Deer, 2018, January 6) means many very experienced agents may be opting to work at home, as many are now wanting to start their own BPO operations with their own Home office as this video on Call Centers explains.
Despite the negative news about salaries and compensation in the Call Center world (Duncan-Price, 2018, April 1), now is a Golden Age (The Jamaica Gleaner, 2018, April 15) for Customer Care in Jamaica.
Seize the opportunity to make a difference in your life as this can be your launch pad into the lucrative Customer Care Field and any other endeavour you wish to purse in life!!!
- Deer, L. (2016, June 10). How to find work in Jamaica at Call Centers – A Brief Listing of Call Center Job Openings in New Kingston. Retrieved from http://mythoughtsontechnologyandjamaica.blogspot.com/2016/06/Call-Center-job-Openings-New-Kingston.html
- Deer, L. (2016, September 26). How to find work in Jamaica at Call Centers – IBEX Global paying 400 Call Center Agents JA$400 per hour. Retrieved from http://mythoughtsontechnologyandjamaica.blogspot.com/2016/09/IBEX-Global-400-Call-Center-Agents-JA400.html
- Deer, L. (2016, September 29). How to find work in Jamaica at Call Centers – 1500 Call Center Agents needed by Sutherland Global. Retrieved from http://mythoughtsontechnologyandjamaica.blogspot.com/2016/09/1500-Call-Center-Agents-Sutherland-Global.html
- Deer, L. (2017, June 25). Jamaica Computer Society and Ministry of S.E.T. fears AI will eliminate Call Center Jobs in 2021. Retrieved from https://mythoughtsontechnologyandjamaica.blogspot.com/2017/06/Jamaica-AI-Call-Center-jobs-2021.html
- Duncan-Price, I. (2018, April 1). Singapore Lessons: Jamaica’s Growth Beyond BPOs. Retrieved from http://jamaica-gleaner.com/article/focus/20180401/imani-duncan-price-singapore-lessons-jamaicas-growth-beyond-bpos
- The Jamaica Gleaner. (2018, April 15). Wheatley Projects BPO Sector Value To Soar To US$750M By 2020. Retrieved from http://jamaica-gleaner.com/article/news/20180415/wheatley-projects-bpo-sector-value-soar-us750m-2020
- Deer, L. (2017, July 23). How Kingston Call Center is creating the Jamaican Tele-commuting Workplace. Retrieved from https://lindsworthdeer.wordpress.com/2017/07/23/kingston-call-center-tele-commuting-workplace/
- Deer, L. (2018, January 6). How Jamaicans can make JA$100,000 in a Virtual Call Center Job at Versatel Marketing. Retrieved from https://lindsworthdeer.wordpress.com/2018/01/06/versatel-marketing-jamaica/