North American investors have been moving into Jamaica for near-shore Business Process Outsourcing (BPO). FullGram, the Elephant Group, Gateway Solutions, Island Outsourcers and ADV Communication have invested billions of dollars in infrastructure to set up of call centres in Kingston and Montego Bay since 2013. These agencies project an expansion of their operations by up to ten fold by 2020. That is a possible 7-10,000 jobs for Jamaicans.
The question then becomes are Jamaicans ready to take full advantage of the growing BPO Industry? When Davon Crump, Managing Director of Gateway Solutions can say, ‘We have a challenge finding talent for the Call-Centre Industry.’ we know we know the answer to the question.
Yoni Espstein, founder and CEO of Island Outsourcers, explains what young, ambitious Jamaicans need to know, ‘You can create a career out of working in the (BPO) Industry…there is a true growth trajectory which can create personal wealth.’ But serving in the PBO industry is not for everybody. Mike Conners, Chairman of Education Source the US-based company that awarded its outsourcing contract to FullGram in a US$20 m-deal, makes it clear that, ‘Agent selection is very stringent’.
Call centre agents need to be trained for the BPO Industry. In fact, the BPO industry players have been calling for public-education institutions to prepare Jamaicans specifically for this industry. The truth is, this call is a matter of business strategy. An agent who comes already trained would cost the company less: reduced on the job training costs, less challenges with centre operations and dealing with customers – the core of any business. Agents who are multi-lingual (Spanish, French, English), culturally sensitive, knowledgeable about call centre operations and customer service would be in a better position to pass the stringent selection process and be on their way to a career in the industry.
The Moneague College, with 58 years of training Jamaicans, has responded to the call for public-education institution to prepare Jamaicans to take hold of the vacancies in the BPO industry. The Certificate in Call Centre Operations will be offered at all three Moneague College campuses – Linstead, St. Catherine,Moneague, St. Ann and Port Maria, St. Mary starting September 2014. The certificate course runs for 6-10 weeks depending on enrolment for day, evening or weekend classes. Candidates will have first hand exposure to the industry as the college will partner with various industry players and expects to operate its own call centre in the near future.
Work and grow in a dynamic and successful industry. Apply to our Certificate in Call Center Operations Today! The duration of the course is 6 to 10 weeks (full-time and part-time options are available). Applicants must be fluent in English.