Transparent BPO is expanding its nearshore operations to Jamaica, adding a new 108,000 sq. ft. facility to its portfolio of global contact centre capabilities.

The American-based company, which has contact centre capabilities in Belize and the Philippines, will be establishing a facility in Spanish Town that can employ more than 2,000 Jamaicans to support its rapid growth offering BPO services to US-based companies.

“Jamaica is an ideal fit for our nearshore portfolio, offering clients an additional regional option for their contact centres at a competitive price,” said Scott Newman, CEO of Transparent BPO.

Continuing, Scott remarked, “While Belize is the only Latin American country where English is the primary language, Jamaica is the largest English-speaking country in the Caribbean. Furthermore, BPO providers are well-established throughout the country and government recognises this industry as a priority segment that provides well-paid careers with training and leadership development.”

In selecting Jamaica, Newman said the country’s close proximity to the United States, strong cultural affinity with North American lifestyles and purchasing preferences, along with direct travel routes to the country, influenced the company’s decision.

“A client can be in their US headquarters in the morning and later the same day walk through our facility and visit the agents and local leadership team supporting their customers,” the Transparent BPO CEO said.

Building out Spanish Town facility

The company will be refurbishing an abandoned textile mill in the MJS Technology Park and expect operations will begin during the second quarter of 2022. Transparent BPO’s Spanish Town facility will eventually house about 1,500 workstations as well as HR, recruiting and training personnel.

“Our new facility will offer quality careers that are close to home,” said Newman, explaining that “our state-of-the-art Spanish Town location will have exclusive access to a deep pool of experienced, motivated candidates.”

Newman added that Transparent BPO is also partnering with the top physical education and sports institution in the Caribbean. GC Foster College, located adjacent to the company’s new facility, will make its amenities such as pool, gym and track, available to employees.

Strategically located beside the college and close to a local technical high school and six secondary high schools, the new Spanish Town facility will offer career development and training to Jamaicans through the Transparent BPO University.

This first-of-its-kind learning tool provides employees with the opportunity to develop professional skills and advance their careers using a self-guided, university approach to learning.

Labour statistics and local market research indicate there is a deep pool of experienced contact centre agents living in Spanish Town or adjacent communities, said Newman. Labour surveys indicate thousands of Jamaicans work in the BPO sector and commute several hours daily to and from Kingston or Portmore.

Significant growth since inception

Transparent BPO is experiencing significant growth since it began operations in 2009 with its first 30-seat site in Belize. Since then, it has opened its flagship 500-seat Seaside facility to complement its Coney Drive location with 230 seats. In October 2020, the company opened its 700-seat facility in the country’s Capital city, Belmopan.

In addition to its nearshore operations, the company established a presence in the Philippines in 2019 with 145 work-from-home agents. Today, Transparent BPO’s 740 agents use the company’s proprietary WorkSecure Suite offering unmatched security, flexibility and compliance in a work-from-home environment.

Transparent BPO provides contact centre support, client acquisition and retention, technical support and data entry services for small, medium and FORTUNE 500 companies. The company is a premier business process outsourcer, delivering customer support, acquisition and retention, technical support, and data entry services for small, medium and Fortune 500 companies by pushing boundaries, ensuring every person’s experience is better than before.