itel Cops ‘Another One’: Named One of the Top Contact Centers in HFS Report

Press Release | January 31, 2019

Jamaican-owned itelbpo has been named among an elite group of business process outsourcers (BPO’s) around the globe providing superior front-office contact center experiences. This is the company’s second placement in less than a month as a top ranker in the global BPO industry. According to the HFS Top 10 Front Office Customer Engagement Operations Services Report 2019, itelbpo ranked #19 out of many global providers assessed for their ability “to develop a comprehensive analysis of industry-specific services and solutions for firms” operating in the front-office contact center sector. Moreover, itelbpo ranked #5 in the Voice of the Customer assessment, which places it in the top 5 in customer engagement operations services providers globally. HFS, a leading analyst in the global business services and information technology ecosystem, compiled the list after conducting interviews with over 300 service clients about their contact center providers’ performance and innovation. Once complete, interviews were combined with both internal and publicly available information on the providers. Assessed based on three key pillars – execution success, innovation capability and voice of the customer – itelbpo was highlighted as “a nimble nearshore and work-at-home partner.” “itelbpo’s clients appreciate the delivery location, flexibility and itelbpo’s reputation as a flexible and accommodating partner,” HFS Research stated in its report. “itelbpo’s talent development and culture stands out as the provider continues to seek educated, motivated talent for higher-value interactions.” HFS pointed out that itelbpo’s acquisition of Granada Corporation and its work-at-home services in 2017 has added dimension to its contact center services by complementing its nearshore and onshore premise-based operations in Jamaica, The Bahamas, Mexico, and the USA; as well as its multilingual customer experience management. “Being named in the HFS report is sending a signal that our culture at itelbpo is informing the way we do business with clients and customers. We are pushing the boundaries by innovating and offering best-in-class contact center delivery,” itelbpo Executive Chairman Yoni Epstein said. “We are particularly pleased to be ranked #5 for Voice of the Customer, which is based on direct feedback from service provider clients. In other words, it’s straight from our clients’ mouths. The market is openly recognizing our exceptional customer experience delivery.” itelbpo’s client base includes Fortune 500 companies which serve, among others, the health care, insurance, travel, and retail industries. According to HFS, “... itelbpo certainly has an impressive portfolio of clients in that upper echelon of companies, so the key will be to drive home and further hone its value proposition as a specialty nearshore and WAH provider.” This supports the report’s findings that “...in the future it may not be the ‘usual suspects,’ but the providers that leverage niche capabilities, digital marketing, and CX design assets for their operations to be winning in the future.” As a growing nearshore bpo destination, the Caribbean, and itelbpo, are poised to realize continued growth.