CXpert Insights: Selling the Future of BPO Destinations 

Sales run in the family. I come from a long line of proud salespeople, and from festival tickets in my youth to outsourced business services in my professional career, I have been selling all my life. But, you may wonder why I made the transformative leap from a South African BPO to being the VP of Sales for a Caribbean outsourcer? In my eight plus years in international sales and business, I’ve witnessed the rise of new CX destinations and the immense opportunities emerging in nearshore locations. It is where I see limitless potential for further expansion and development, and it is the selling of these future BPO destinations that has brought me all the way from South Africa to the tropical shores of the Caribbean. 

From South Africa to the Caribbean 

My transition from South Africa to selling Caribbean outsourcing might seem like an unusual shift, but it was a strategic progression.  

First, there are many similarities between the two regions. Both have recently emerged as highly sought-after outsourcing destinations, benefitting from the oversaturation of traditional outsourcing hubs like the Philippines or India, where high attrition rates challenge service consistency.   

Both regions also benefit from a strong cultural alignment with places like the U.K. and the U.S., making it a natural fit for serving North American and European customers. The talent pools in the Caribbean and Latin America are much like South Africa’s, full of eager, educated job seekers looking for long-term careers, which addresses the high attrition rates seen in the oversaturated markets.  

Ultimately, it is my years in international sales that have given me the unique ability to spot potential and emerging trends. I see expansive growth opportunity in places like Jamaica, Belize, and Honduras, which has inspired me to shift my focus to the Caribbean and Latin America.  

The Caribbean’s Expansive Potential 

Unlike South Africa, the Caribbean benefits from a stronger “geographical and tourism recognition”, especially within the U.S. market.  

Ask how many people have been to Johannesburg and you may get a few yeses. But, ask who has been to Jamaica or Saint Lucia and you’ll likely see a much greater response. These are already global tourism destinations that benefit from their cultural and geographical closeness to North America, as well as being known for strong English proficiency and a legacy of hospitality, which translates into a customer service approach that is both warm, personable and efficient. 

Having worked for a homegrown BPO in South Africa, I have seen firsthand the potential of emerging outsourcing markets. In years past, it would be considered unlikely for a large American bank to consider outsourcing anywhere other than North America. Yet, during my tenure, we were able to secure a contract with the first U.S. bank to ever outsource to South Africa, which created hundreds of jobs, stimulating the local economy.  

Much like South Africa, the Caribbean also holds distinct regional advantages, beyond cost effectiveness. Caribbean outsourcers may not be the largest in the market, but there’s an emphasis on quality in these regions that is truly remarkable and more and more big North American brands are bringing their businesses to the nearshore.  

There’s also a strong drive to be at the forefront of CX innovation. Caribbean BPOs, like itel, are already pioneering innovative technologies that improve efficiency and enhance the overall customer experience. It’s exciting to see the software and AI innovations coming out of itel’s Digital Services and Innovation team. They are at the leading edge of all these technological advancements.  

My Vision for itel 

Meeting Eric, an executive at itel, felt serendipitous. We both saw the potential in the region and shared a similar vision of what could be.  

itel is already recognized in the industry for delivering great service, and now my job is to further establish itel as a brand that excels in customer engagement, client relationships, and quality customer interactions.  

In the end, my aim as VP of Sales is quite simple. To always listen to clients, to understand their needs, their pain points, and offer advice that builds meaningful relationships, with no agenda for personal gain. As I say, we can always learn from each other, and I want itel to be known as the most partner-focused, people-centric, and forward thinking CX provider. 

Want to learn more about partnering with itel, the Caribbean's largest homegrown CX provider? Reach out here.