itelbpo , the first Jamaican-born BPO to establish a global footprint outside of the Caribbean, is the recipient of the Frost & Sullivan 2018 Growth Excellence Leadership Award from among a wide pool of contact centre outsourcing companies in Central America and the Caribbean.

The company delivers contact centre management and BPO services globally from its five onsite locations — Monterrey, Mexico; Kingston and Montego Bay in Jamaica; Freeport, Grand Bahama, The Bahamas; and Tampa, Florida, in the United States (US)— as well as through a robust network of US-based work-at-home agents (WAHA).

Global consultancy firm Frost & Sullivan, presents their widely recognised Growth Excellence Leadership Award to companies that demonstrate their capabilities in maintaining consistently high standards for delivering customer value, which results in growth above the industry average.

The 2018 award lauds itelbpo’s performance in executing forward-thinking growth strategies, C-suite management style, and carefully cultivated value-based culture, among other things.

“To receive such an award means that, as a small company from Jamaica, we are punching above our weight when compared to global industry giants,” stated Yoni Epstein, the founder and executive chairman of itelbpo. “It reinforces that we are focusing on the right things — our people and our investment in infrastructure.”

Frost & Sullivan arrived at its decision after extensive primary and secondary research conducted by its global team of analysts and consultants across various sectors and geographical regions. Their benchmarks were rooted in two key categories: growth performance and customer impact.

“Against the backdrop of this research, Frost & Sullivan is pleased to recognise itelbpo as the Growth Excellence Leader in the contact centre outsourcing services market,” David Frigstad, chairman of Frost & Sullivan, wrote in a letter of congratulations.

The report from the global consultancy firm highlighted “that when comparing 2017 to 2016, itelbpo grew by over 40 per cent while the rest of Central America and the Caribbean only grew 11.7 per cent”.

It further revealed that, “Whereas revenue for the BPO industry in Central America and the Caribbean grew by 45 per cent from 2014 to 2017, itelbpo’s revenue increased by 160 per cent over the same period.”

“To achieve leadership in growth is never an easy task, but it is one made even more difficult considering today’s competitive intensity, customer volatility, and economic uncertainty — not to mention the difficulty of innovating in an environment of escalating challenges to intellectual property,” Frigstad said. “Within this context, your receipt of this award signifies an even greater accomplishment.”

itelbpo has grown from just seven employees in 2012 to now over 2,000 employees. In 2018 the company acquired Granada Corporation, a customer service provider based in California, US and grew its WAHA network by 35 per cent while improving its bilingual service offering.

Yoni Epstein also earned commendations from Frost & Sullivan for his on-the-ground involvement in the company and accessibility to both clients and employees, epitomising itelbpo’s “people first” culture.

“The company’s founder and executive chairman is deeply involved in the business, and clients have that access.” stated the Frost & Sullivan report. “Larger service providers lack that level of management, care, oversight, and openness.”

In its conclusion, Frost & Sullivan highlighted that itelbpo demonstrates a dedication to developing strong agent/customer interactions and excels in driving growth by meeting customer demand and fostering brand loyalty. The report anticipated a bright future for itelbpo through its capacity to adapt and keep pace with evolving client needs and noted that the Caribbean vendor is leading a wave of growth in customer-centric services.

“With its passion for people, excellent customer service, and strong overall performance, itelbpo earns Frost & Sullivan’s 2018 Growth Excellence Leadership Award for Central America and the Caribbean in the contact centre outsourcing services market.” declared the report.