itel defies economic challenges by expanding its operations in Jamaica, adding new clients and increasing its workforce. The company's focus on technology and innovation sets it apart in the global customer experience market.
 |
| Caribbean-based CX provider itel continues to grow, doubling down on its expansion in Jamaica and investing in technology. The company's commitment to quality service and customer satisfaction has earned it numerous awards. Image Courtesy: itel |
Kingston, Jamaica – August 30, 2024:
Despite a challenging economic climate that has impacted various industries, itel, a leading Caribbean-based customer experience (CX) provider, has demonstrated remarkable resilience by doubling down on its expansion in Jamaica. The company has significantly increased its employee headcount to accommodate two new clients in the logistics and retail sectors, signaling a strategic shift towards emerging markets.
While many CX providers have faced setbacks due to industry-wide downturns, itel has defied the odds by strategically investing in its sales team and aggressively pursuing new clients. The company has shifted its focus towards rising startups, small and medium-sized businesses (SMBs), and other emerging sectors, recognizing their immense growth potential.
One notable client, a prominent logistics and transportation business known for its exceptional customer service, will be adding new seats at itel's Kingston location. Additionally, a U.S. retail giant will be restructuring and expanding its current support services, relocating its operations to Montego Bay. To meet this increased demand, itel has conducted several hiring blitzes across Jamaica, adding to its already substantial workforce of nearly 2,000 employees on the island.
Beyond its expansion efforts, itel is also actively diversifying its technology and innovation platform. The company has proactively integrated artificial intelligence (AI) into its global operating model, launching a suite of in-house developed generative AI features to enhance its customer experience delivery.
Yoni Epstein, itel's Founding Chairman & CEO, emphasized the company's commitment to building a strong brand and attracting top talent. "We have spent the last few years positioning itel as an employer of choice across the Caribbean and Latin America, which has enabled us to recruit and expand at an impressive rate," he explained. "Moreover, our international brand recognition has attracted top clients and allowed us to compete effectively with larger players in the CX space."
itel's unwavering focus on strong client relationships and quality service has propelled it to the forefront of the global CX industry. The company has garnered numerous awards and accolades, including a Stevie Award for Customer Service Employer of the Year and a three-year listing in the IAOP's Global Top 100 Outsourcers.
itel's resilience, innovation, and strategic diversification in its client base demonstrate a strong, forward-thinking approach. The company's continued expansion in Jamaica and its commitment to leveraging cutting-edge technology position it as a leading CX provider in the Caribbean region.