Itel to Scale Up in Jamaica After Locking Two Key Contracts

Caribbean CX firm itel is growing its pressence in Jamaica after locking two significant contracts.

The pair of new clients—a logistics company and a major US retailer—will drive itel’s growth at its Jamaican delivery centers in Kingston and Montego Bay.

Itel has yet to reveal how many people it will hire to handle the two new accounts. Currently, the company employs over 2,000 across Jamaica.

Itel’s two new contracts represent a positive development for Caribbean CX, which saw a slight slowdown in recent months due to decreased demand from North American clients.

This downturn has prompted many BPO vendors to focus on engagements with startups and small to medium-sized enterprises (SMBs).

Founded by Yoni Epstein in Montego Bay in 2012, itel now operates in seven countries, including Guyana, Saint Lucia, Honduras, Colombia, Belize and the United States. Itel has also integrated AI into its call center operations, enhancing the efficiency and quality of its services.

In addition to his work with itel, Epstein founded the nonprofit 4Ys Foundation in 2019 to support initiatives in sports, education, innovation, and the environment.