Advantage Communications Appoints Gregory Hough as CEO; Kent MacPhee Moves to Chairman of the Board

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CHARLOTTETOWN, PE, July 10, 2017 – Advantage Communications Inc. (ACI), a leading Canadian BPO service provider of on-shore and nearshore outsourced customer support, announces today that it has appointed Gregory Hough as president and chief executive officer effective immediately. Kent MacPhee, Advantage Communications’ CEO of nine years, will continue to serve Advantage Communications as the new chairman of the board of directors.

“I’m very excited that Gregory is joining the team,” said MacPhee. “He has a wealth of global leadership experience that will enable our company to continue to innovate, grow and prosper. His authentic team-player attitude makes him an ideal fit with our people-focused organization.”

Gregory has been leading, growing and building global enterprise businesses for over twenty years. Prior to joining ACI, he held multiple executive roles at Convergys owning the customer interface, operational performance, and P&L responsibility across multiple verticals and support functions. Prior to that, Hough led service delivery at American Express. He has also worked as a business process outsourcing consultant for companies around the world. He holds an MBA from Wilmington University.

Gregory has demonstrated strategic revenue and operations leadership experience managing a diverse background including overall customer experience strategy, global operations, B2B programs with over $1B in quota, and vertical brand management. He has a passion for bringing together strategy, technology, people, process and approach into one collective entity which is solely focused on creating the best possible customer and employee experience.

“I am honoured and extremely enthusiastic to join the Advantage Communications family,” said Hough. “The culture and people at ACI makes this company truly unique and unparalleled in delivering superior results. Advantage Communications is an ideal strategic partner for companies looking to gain a competitive edge.”

“The future of ACI is bright with anticipation of continued growth,” added Hough. “Planned investments in people, process and technology continue to position ACI as an innovating outsourcer, well-positioned to expand across North America, Latin America and the Caribbean.”

Kent MacPhee will remain actively involved in the company as chairman of the board of directors and will continue to assist with long-term strategy. MacPhee served as Advantage Communications’ CEO for nine years and spearheaded significant periods of advancement. His legacy includes growing the company by 60 per cent on the heels of the 2008 economic recession, and expanding to Jamaica in 2014, which has doubled the size of Advantage Communications.

“We will likely never be the biggest in the BPO industry, but I have never been more convinced that we can be the best!” said Kent MacPhee.


About Advantage Communications Inc.

Advantage Communications Inc. (ACI) is one of Canada’s longest running privately-held outsourced service providers. Founded in Charlottetown, Prince Edward Island in 1996, ACI now has operations across Eastern Canada and Kingston, Jamaica. With a vision of becoming employer of choice in the Canadian and Caribbean markets, ACI continues to create meaningful careers and achieve outstanding results in customer satisfaction for clients across the United States, Canada and the Caribbean. For more information, visit or follow us on Linked In.


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Advantage Communications Announces Appointment of New Vice-President of Business Development

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25-Year Services Sector Expert Randy Clapp appointed to lead business development for Advantage Communications as operations expand in Eastern Canada and Kingston, Jamaica.

Charlottetown, PE, Canada, June 28, 2017 — Advantage Communications Inc. (ACI), a leading Canadian provider of on-shore and nearshore outsourced customer support, announces that Randy Clapp has been hired as Vice-President of Business Development. Clapp will oversee ACI’s business development strategies in the North American market with a focus on establishing new partnerships that leverage the workforce strengths and regional efficiencies of outsourced customer support in Eastern Canada and Kingston, Jamaica. The appointment is effective immediately.

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Do People Still Matter?

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As we rely more on digital technologies to serve our customers, we wonder… Do people still matter?

Watch the video to find out what we think:

A recent Accenture Strategy Study found that US companies are losing customers as consumers demand more human interaction. Key findings include:

  • The estimated cost of customers switching due to poor service is $1.6 trillion in the US.
  • 83% of US consumers prefer dealing with people over digital channels.
  • 77% US consumers prefer dealing with people for advice.
  • 83% “Switchers” say better live/in-person customer service would have impacted their decision to stay.
Customer experience is becoming increasingly more digital, but there’s one thing that can’t be digitized.. that’s the customer!

At Advantage Communications, we personalize the customer experience to make the most of your digital investments.

We’re committed to making customer experiences more human, not less.

Find out how we invest in the human side of customer service to keep your customers happy.

Contact us today

World BPO/ITO Forum: The Jamaica Advantage

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world bpo

The World BPO/ITO Forum Global Sourcing and Cloud Summit is an exclusive executive summit tailored for C-suite and senior decision-makers from mid to large-cap U.S. enterprise companies, currently using sourcing and cloud services or interested in evaluating these opportunities.

The focus of the summit “Reinventing Global Outsourcing – Harnessing the Cloud,” mirrors the growing trend within the BPO industry and captures the transformation in a new era in sourcing strategy for IT and Business Processing.

The Summit welcomed more than 250 executives and decision-makers from around the world who gathered to share insight and knowledge on IT and business-process sourcing. Topics included cloud services, data security/sovereignty and a host of other technological trends and operational best practices and challenges.

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Why Jamaica is Positioned as the Next Major Nearshore BPO Destination

By | Business Process Outsourcing, Outsourcing Customer Service | No Comments

By Andrew Clarke, Vice-President, Business Development, Advantage Communications Inc.

They admit that name recognition is still an issue, since the nation’s profile as a tourist destination tends to overshadow its reputation as a BPO destination, says Diane Edwards, president of the Jamaican trade and investment promotion agency JAMPRO. Despite this, there is growing interest in the Caribbean island’s BPO services and the country expects to double the size of the sector by 2020.
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Advantage Communications restores FLOW’s customer service from operations in Jamaica

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March 14, 2016

Canadian-based business process outsourcer, Advantage Communications Inc. (ACI), has stepped up to the challenge of restoring FLOW’s customer service experience through its operations in Kingston, Jamaica. Since first on-boarding January 26th, ACI now handles 100 per cent of FLOW’s mobile calls. ACI will nearly double in size as FLOW’s customer service is repatriated from El Salvador back to Jamaica, creating upwards of 350 jobs by July.

We intend to put the customer at the heart of everything that we do, in order to become number one in customer service throughout the region,” said Gary Sinclair, managing director of FLOW, at the contract signing ceremony Monday, March 7th.

Now in its 20th year of contact centre management, ACI has mastered the dynamic between cost-efficiency and customer satisfaction. The company founded and based in Prince Edward Island, Canada, upholds some of the highest Net Promoter Scores in the industry, as well as long-standing client relationships in Telecom, Technology, Retail and Financial Services.
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How to Outsource Customer Service without Weakening your Brand

By | Outsourcing Customer Service | No Comments

By Janis Ancic, Training & Quality Manager for Advantage Communications

Organizations worldwide now spend more than US$300 billion annually on contact centre services, of which third-party outsourcing accounts for roughly 25 per cent.

Despite its ability to lower operational and labour costs, buyers are still cautious to transition their customer support to an outsourced provider. Many are unsure whether a third party can deliver the same trusted brand experience that their in-house agents can.

Advantage Communications is an outsourced contact centre provider with operations in Kingston, Jamaica and Eastern Canada. We have 20 years of experience in help-desk, tech support and customer service. Our solutions are custom-designed to be an extension of your business model and your brand. We continuously Net Promoter Scores of 40+ with 100% budget adherence.
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