LOCAL business process outsourcing company itel has inked a two-year contract with Dublin, Ireland-based DigitalWell, worth approximately 750,000 euros and aimed at upgrading its customer service systems.

As per the agreement, DigitalWell will deploy the Centrical employee success platform that uses artificial intelligence tools, such as gamification, which will increase retention, engagement and improve customer satisfaction. The “robust employee-centric platform” will also facilitate micro-learning, real time employee performance management, as well as adaptive coaching tools and well-being strategies.

“With growing expectations of employees and customers, it is essential to invest in your front-line employees and put them at the centre of your business,” Yoni Epstein, founding chairman and CEO of itel, said.

“Following successful office expansion and recruitment in Jamaica, St Lucia, Honduras, and Guyana, we want to nurture a culture of retention and make sure our new hires and current employees are happy, stimulated, and with us for the long term. Working with people-first companies like DigitalWell and Centrical enables itel to provide the highest standard of employee engagement which correlates to delivering optimal customer service, enabling itel to meet our business objectives and grow.”

DigitalWell, along with Centrical, will also provide continual support to itel’s 7,000-strong personnel across all its offices in the Caribbean as part of an ongoing managed services contract, with the view to grow beyond this region.

“When each employee is trained through personalised micro-learning, supported through a standardised and actionable coaching approach, and empowered to grow both personally and professionally, [that] is when we can maximise organisational performance and productivity,” says Madeleine Freind, vice-president, customer success, Centrical.

“The performance derived from the AI-driven, personalised career journeys guarantees every itel customer will receive the best in industry experience from motivated, passionate, and proactive service staff.”

DigitalWell has worked with clients including AirBnB, HSBC, Coca-Cola, Microsoft, and Liberty Insurance.