ONE of Jamaica’s leading business processing outsourcing (BPO) companies, itel, is strengthening its investment in employee development through innovative, technology-driven training initiatives aimed at building the next generation of industry leaders.

Yoni Epstein, founder and CEO of itel has argued that in today’s competitive consumer experience (CX) landscape, workforce development has become a critical differentiator.

Epstein pointed to Lorman Education Services research which shows that 92 per cent of employees say well-designed training programmes positively impact engagement, while 76 per cent are more likely to stay with companies that invest in continuous learning.

Harvard Business School has also reported that organisations which prioritise structured training experience up to a 17 per cent increase in productivity and 21 per cent higher profitability.

According to Epstein, recognising these trends, itel has embedded employee development at the core of its business strategy, ensuring that team members are equipped with the skills, tools, and opportunities needed to grow in a fast-evolving digital environment.

He said a key component of this strategy is the upcoming launch of itel’s AI-powered Personalized Training Podcasts which will be an extension of its itelligence platform launched in 2024.

Itelligence is an internally developed quality assurance and sentiment analysis tool powered by advanced AI technology. This platform analyses individual agent calls to uncover customer and agent experience insights.

Epstein said the technology takes itelligence one step further by identifying agent performance gaps and generating tailored training podcasts designed to address each employee’s unique development needs.

He added that as part of itel’s targeted coaching model, the podcast supports full alignment between performance data and skills development initiatives, ensuring 100 per cent compliance in coaching delivery.

“The initiative is projected to drive measurable results, including up to a six per cent improvement in Customer Satisfaction (CSAT) and QA scores, further strengthening client outcomes,” said Epstein.

“At itel, we believe that investing in our people is the most powerful way to drive long-term success. By leveraging AI and personalised learning, we are not only improving performance but also developing future leaders who will shape the next generation of the CX industry,” added Epstein.

He argued that the company’s focus on development also addresses a critical industry challenge: retention.

Studies show that up to 40 per cent of employees without proper training leave within their first year, while 94 per cent say they would stay longer at companies that invest in their growth.

Epstein said by prioritising continuous learning, itel is building a more engaged, skilled, and loyal workforce.

“As digital transformation continues to reshape the global CX landscape, itel remains committed to combining human-centred leadership with advanced technology through initiatives like the itelligence podcast and its broader training ecosystem.

“The company is redefining how organisations develop talent while creating a workforce that is not only high-performing, but future-ready,” declared Epstein.