Nearshore Americas

Convergys to Open its First Jamaican Contact Center

— Company will provide employment for nearly 1,000 when fully staffed —

Convergys Corporation (NYSE: CVG), one of the largest agent-assisted customer service companies in the world, and the Jamaican Government announced today plans to open the first Convergys Jamaican contact center. The center will be located in Montego Bay, and will employ nearly 1,000 people when fully staffed in 2012.

The Jamaican government strongly supports its BPO industry as part of its economic growth plans, and Montego Bay is the country’s hub for BPO providers, where most of Jamaica’s 30-plus BPO companies currently operate.

“We are very pleased to welcome Convergys to Jamaica,” notes Dr. Christopher Tufton, Jamaica’s Minister of Industry, Investment and Commerce. “Known worldwide for providing multinational companies with highly effective and reliable customer management services and solutions, Convergys offers Jamaicans new employment and career opportunities in an industry with a bright future in Jamaica. Moreover, more jobs for Jamaicans positively affect the local economy, which in turn produces spin-off benefits for even more Jamaicans and their families.”

“We are delighted to be opening our first contact center in Jamaica,” says Andrea Ayers, president and chief operating officer of Convergys’ Customer Management business. “We believe this center will benefit not only Jamaicans with attractive jobs, but also our clients with a new option for near-shore, agent-assisted English-speaking customer service, including traditional phone, email, and chat support.”

Jamaica is the third largest Caribbean island with the largest English speaking population in the region. It is considered an ideal location for BPO providers supporting clients in the United States, Europe, and other neighboring Caribbean countries because of the similar time zones. The time zone varies from zero to three hours for North America and from five to six hours for Europe.

In addition, Montego Bay is a top tourist destination and its residents have a strong customer service orientation from supporting the tourism industry there. About 650,000 people reside in the greater Montego Bay area.

“We are confident that Jamaica will be an excellent addition to our world-class global operating network of contact centers,” explains Helena Lawson Brooks, senior vice president in charge of new site selections for Convergys’ Customer Management business. “Jamaica brings a large educated English-speaking workforce of high school and college graduates, cultural and physical proximity to the United States and Europe, and a government that is committed to ongoing investments in its educational, communications, transportation, and facilities infrastructure. These factors, among others, help ensure the ongoing success of a new site and future expansion.”

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Convergys has been helping companies optimize the value of their customer relationships for over 30 years. Its industry-leading agent-assisted services and customer interaction technologies take advantage of this experience to provide solutions that balance customer satisfaction with cost effectiveness




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