European outsourcing giant Teleperformance has landed a deal with travel company BookIt.com to run its contact center in Jamaica’s Montego Bay. Launched in December last year, the contact center provides customer-care services to the travel agency’s guests and customers around the world.
The opening of the center has generated nearly a hundred jobs in the Jamaican city, which has recently grown in popularity for its back-office services.
Teleperformance launched its operations in the Caribbean country 12 years ago with just 150 employees. Today the outsourcer’s headcount exceeds 1,700 in Montego Bay alone. In addition to customer-care, Teleperformance’s Jamaican centers provide sales acquisition, accounts receivable and back-office services to clients mainly in the US and Canada.
“BookIt.com explored several options for providers and locations for our new contact center. In the end, however, it was very easy to select Jamaica as our location and Teleperformance as our partner,” said Bud Finlaw, BookIt.com founder and CEO.
Currently 60 agents are handling the calls at the contact center, inaugurated by Jamaica’s Tourism Minister Kenneth Wykeham McNeill. But Teleperformance says it will add more than 150 customer service representatives to provide BookIt.com guests with booking, travel information and customer support services.
“We are already seeing excellent results from our new Jamaican center, and look forward to hiring more agents in the very near future,” Finlaw added.
Founded in 2000, BookIt.com is an online travel company providing tourists with travel tips and other relevant information.
“This call center will allow for improvements in wait time for guests to be connected to an agent. Guests will have the opportunity to book via phone or call in with questions with much more ease,” the agency stated.
“BookIt.com has placed a lot of trust in our hands and I am confident our team in Jamaica will exceed those expectations,” said Brent Welch, CEO, English World and Asia-Pacific, Teleperformance.