Excerpt - Jamaica Observer column published Monday 9 July 2018
by Jean Lowrie-Chin
Kingston is now the Caribbean city with the fastest expansion of BPO services, copping the Nearshore City of the Year Award at the Nearshore Americans Illuminate Awards last month. Kudos to JAMPRO, led by Diane Edwards and Vice President Claude Duncan for their role in this growth, resulting in an investment of US$22 million over the past year in building or renovating BPO spaces to accommodate 5,000 new jobs.
Now, we have heard complaints about strict regulations and modest pay from some BPO employees, but they should know that there are great prospects in this field if they stick with it.
“Our future in outsourcing is pretty bright,” noted Ms Edwards. “We are embarking on a huge upskilling programme for our young people in the skills that are necessary; not just customer service and technology support but all types of digitally based services, such as healthcare, accounting, finance, legal, as there are a range of services in the outsourcing arena that we have not touched.”