Local call centre lands US$20-m deal

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Local call centre lands US$20-m deal

FullGram to double workforce to 800

Wednesday, June 18, 2014

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FullGram International, a Kingston-based call centre, has secured a US$20 million ($2.2 billion) contract with US-based Education Source.

The contract, which runs for five years, will see FullGram become the global auditing site for the US-based company, which offers students information on higher education opportunities. The deal will also result in the local call centre doubling its workforce to 800.

FullGram will monitor and grade the calls taken by the over 3,000 Education Source agents in existing call centres in US, Belize, Philippines and Dominican Republic, explained president and CEO Karl Graham in an Observer interview.

"We audit for quality assurance for the work done in those countries," he said in an Observer phone interview on Monday.

Some 400 persons will be employed over the next three months, Graham told the Observer which will add to the current workforce of 400.

"It's a big thing for Jamaica. It's a contract that every other country would like to have," Graham explained.

FullGram started in 2010 with 40 employees. It currently operates two premises in New Kingston spanning 30,000 square feet.

Graham stated that the Education Source team headed by chairman Mike Connors met with FullGram and Government Minster Julian Robinson on the weekend.

Connors, a frequent visitor to Jamaica, is "impressed with the work ethic of Jamaicans", according to the FullGram executive.

Education Source indicated on its website that it "opened a state of the art 200-seat facility in Jamaica to offer a reduced cost solution for our clients".

"Education Source has American management that works from that facility and all our employees complete a two-week 'cultural Information' training as well as screened for voice quality," said the company's website. "Our agent selection is very stringent and every Education Source agent regardless of location follows our scripts verbatim to ensure we provide the voices of our clients no matter where they are located."

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