KINGSTON, Jamaica — Business process outsourcing (BPO) company, itelbpo says it has provided over $14 million in essential contact centre services to the Ministry of Health and Wellness (MOHW) and intends to continue providing assistance in managing the current COVID-19 crisis.

The company said its employees have been providing round-the-clock support to the nation through the ministry’s ONE LOVE hotline, which was established in February as part of the Government’s plan to combat the spread of COVID-19.

“The team handles thousands of incoming calls per day from individuals across the island. Through these interactions, they answer questions, provide important updates and capture data that assists the MOHW in managing the potential spread of the virus,” the company said in a statement.

Team supervisor Monique Frazer said “some people are really in a panic when they call us, and it’s our responsibility to guide them through the situation, even emergency situations where they feel their life or the life of a loved one is at stake.

“As their supervisor, I am committed to guiding my team to doing their best and showing people that we care.”

The hotline team members were previously assigned to a travel account that closed when the tourism industry went on lockdown, itelbpo said, adding that the agents have since been trained in answering sensitive calls from the public, dissecting and prioritising information, as well as transferring critical data to the MOHW.

Founding Chairman and CEO, Yoni Epstein, said that through this private and public sector collaboration, his team was able to “support the public, even the most vulnerable, at a time of critical need.

“There are many Jamaicans, especially in rural areas, who still do not have access to the internet and the hotline gives them a channel to receive critical updates and make reports. We feel both a sense of privilege and responsibility in having this opportunity to help Jamaica weather this storm.”

For questions or concerns related to COVID-19 or to report potential cases of the virus, call 888- ONE-LOVE (663-5683).