Business View Caribbean | October 2020

22 BUSINESS VIEW CARIBBEAN OCTOBER 2020 on a 40,000-sq.-ft building in Saint Lucia where it has also started the build-out to add another 20,000 square feet. Epstein admits, “The biggest challenge is managing scale and making the decision at the right time to invest in hiring – not only your front line, but also your middle and upper management teams. You have to ensure, as you expand into other countries and other lines of business, that you’re continuing to provide high-quality service to your customer even as you scale. It is not our intention to stay this size forever. We’ve come from seven to 3,500 employees and we want to step up to a big target in the range of 10 to 12 thousand employees. In order to achieve this level of growth, you have to hire good management to manage the services.” Many customers who are with a larger vendor come to itelbpo because they don’t want to feel like just a number. They want to try working with