Global Services Sector | ICT & BPO

Jamaica is a popular emerging nearshore location in the Caribbean for customer support operations. Jamaica’s offshore services industry has expanded significantly since its inception. Currently, the industry has a strong third-party call centre presence making up about 80% of the industry. However, the industry continues to evolve and move up the Global Outsourcing Services (GSS) industry with 18% of the industry being knowledge process outsourcing and 2% per cent information technology (IT) outsourcing. This success has positioned Jamaica well to penetrate deeper into GSS as the industry evolves in response to the Fourth Industrial Revolution. Jamaica, though its SEZs is being positioned as a value addition and value creation centre for shared services, virtual assistants, global capabilities centre, legal process outsourcing, data annotation centre for big data, artificial intelligence, autonomous vehicles, etc.