Business View Caribbean | October 2020

20 BUSINESS VIEW CARIBBEAN OCTOBER 2020 F ounded in 2012 in Montego Bay, Jamaica, itelbpo is now a respected global business, and the region’s largest homegrown business process outsourcer of end-to-end customer experience management solutions. With eight facilities in four countries (Jamaica, The Bahamas, Mexico, and Saint Lucia) and a robust network of Canada-and U.S.-based, work-at-home (WAH) agents, itelbpo delivers customized contact center solutions across multiple channels and industries. The company is well known for its commitment to “employee experience = customer experience,” as evidenced in itelbpo’s fun-enhanced corporate culture, state-of-the-art technologies, and innovatively-designed workspaces that spur innovation, excite employees, and sustain productivity. Yoni Epstein, founder and CEO of itelbpo shares, “I started my call center career back in 2000 as an agent while I was in college, and I moved back to Jamaica in 2004 to start a call center for Sandals Resorts. I believed in what I was doing. I liked the call center industry and I liked working with people. After working nine years with Sandals, I had achieved all the goals I’d set for myself there. Given that call centers were not their core function, I felt there was a much greater opportunity for me to change the game if I was to start my own firm. Jamaica had much more to offer when it came to scale and, because Jamaica is home, I felt it was the right place and the right time to start. This is how itelbpo was born in June 2012.” AT A GLANCE itelbpo WHAT: Business process outsourcer WHERE: Montego Bay, Jamaica WEBSITE: www.itelbpo.com Experts in navigating today’s CX challenges