Business View Caribbean | October 2020

21 BUSINESS VIEW CARIBBEAN OCTOBER 2020 I TELBPO The company started out with seven employees and in eight years of existence has grown to 3,500 team members operating in six different countries. itelbpo currently provides omnichannel contact center services to some of the biggest brands in the world through inbound and outbound voice channels, and through non-voice channels, such as email, SMS, online chat, and social media. The initial goal was to stay within the travel industry where Epstein had garnered the most experience. But over time, it became clear that in order to achieve scale, itelbpo had to diversify into other industries. So today, it not only provides services in the travel and hospitality space for airlines, hotels, rental car companies, etc. but also in the telecommunications space, property and casualty insurance, healthcare, utilities and financial services. Online retail is a significant piece of the business, as well, and one that is growing quickly. As Millennials gain strength in the marketplace, the way and the places where people work are changing to accommodate new approaches. itelbpo’s head office in Montego Bay is a fabulous example of a unique and fun atmosphere. “We really wanted to differentiate ourselves and disrupt what people thought of and looked for in a typical call center,” says Epstein. “Our spaces and operations reflect these modern times, from our at-home agent network to our on-site delivery locations. They’re designed to maximize employee comfort, enhance productivity, and inspire creativity.” With so many companies sitting back and waiting to see what’s going to happen with COVID-19, itelbpo continues to expand, and their wise decision to diversify, early on, is paying dividends. In 2017, they acquired the industry’s leading work-at-home platform, so when COVID-19 restricted capacity at their sites, they already had proven capabilities and systems in place for ramping up WAH and even deploying it in the Caribbean. In addition to its Montego Bay, Kingston, Grand Bahama, and Monterey, Mexico facilities, the company recently cut the ribbon