Business Process Outsourcing

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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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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