Caribbean outsourcing firm Itelbpo has donated J$14 million (US$98,276) in contact center services to the government of Jamaica as part of helping the Caribbean island contain the COVID-19 pandemic.
The BPO provider has taken up the task of handling the 888-ONE-LOVE hotline that the government launched in March as part of its disaster management strategy.
Over the past couple of months, Itelbpo says, it has been providing J$2 million worth of service every week at free of cost.
“There are many Jamaicans, especially in rural areas, who still do not have access to the internet, and the hotline gives them a channel to receive critical updates and make reports,” says Yoni Epstein, CEO of itelbpo. “We, at Itelbpo, feel both a sense of privilege and responsibility in having this opportunity to help Jamaica weather this storm.”
The agents working for the hotline were previously assigned to provide customer care service to a tourism client, meaning they are experienced enough to carry out the task for the government. However, the BPO trained them again in answering sensitive calls, the BPO provider stated in a press release.
“Some people are really in a panic when they call us, and it’s our responsibility to guide them through the situation, even emergencies where they feel their life or the life of a loved one is at stake,” an agent of the call center firm told Jamaica Gleaner.
Itelbpo’s 4Ys Foundation provides the service. The foundation opened three years ago, and it raised US$60,000 in relief funds for the Bahamas when it was battered by Hurricane Dorian two years ago.