PROFESSOR Archibald McDonald, principal and pro vice-chancellor of the University of the West Indies (UWI), says that he is impressed with the contribution that the university’s business process outsourcing (BPO) call centre has made to the development of students at Mona.

“I am particularly impressed by what the call centre has done for our students in terms of employment and training opportunities,” Professor McDonald said.

He stated that the UWI’s innovative ideas for student development have allowed the institution to push the boundaries, enhancing national development.

He added that although the UWI has incurred considerable costs from the investment, it has proven to be a tremendous success, as it has provided approximately 500 UWI students with employment and training.

“One incentive from this contract is that students who owe the university payables in tuition can work to repay their debt. This has allowed many to successfully complete their studies at the university,” he explained.

Dr George Stewart, the university’s senior projects officer, said that the project is unique, as it is the first one in the country that has been established in an educational environment.

“UWI is extremely proud to have afforded its students the opportunity of employment and greater financial stability,” he added.

In 2009, the University of the West Indies conceptualised the creation of the BPO centre to give students employment opportunities in response to a worsening global economic environment.

After the business plan for the BPO centre was developed, UWI funded the build-out from its own resources and debt financing. The concept came to completion and allowed the university to own the facility and directly hire students as the core service providers.

Two years later, in 2011, JAMPRO introduced a BPO provider to the university. At that time the facility build-out was near completion. A partnership was negotiated and agreed on, wherein the UWI would provide all the facilities, physical assets, technology, hire the agents, be responsible for all utilities, and the provider would bring the clients and manage the client services aspect of the business.