Outsourcing Customer Service

Why Jamaica is Positioned as the Next Major Nearshore BPO Destination

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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

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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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