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Islandwide series to strengthen BPO-SME sector

Published:Tuesday | July 25, 2017 | 12:00 AMMark Titus
Gloria Henry


Come next month, the Business Process Industry Association of Jamaica (BPIAJ) will be embarking on an islandwide series aimed at sensitising small and medium enterprises that are offering outsourcing services to improve the quality of their service.

According to the association's president, Gloria Henry, the business process outsourcing (BPO) SME Executive Exchange workshop will roll out in Kingston and will seek to address the different needs of the growing cluster of small operations, which, on most occasions, are not the same as those of the large or multinational firms.

"The BPIAJ recognises the growth in small and medium-sized BPO entities, particularly on the eastern side of the island," Henry told The Gleaner. "Accordingly, a significant number of the BPIAJ's cluster membership comprises SMEs, and it is vitally important that we provide them with the support and directive to expand and grow.

"Our goal is to help BPO SMEs gain access to the best-practice information that will help them improve operational excellence, find smart solutions that can cater to their growing needs, and nourish their business to become resilient in this fiercely competitive global market."




The series will also seek to assist existing and prospective entrepreneurs to become more aware of the various support services available to them through the government and its agencies; the availability of technology that can enhance operational efficiency; and funding opportunities at their disposal to facilitate further growth and development.

According to Henry, the series will be facilitated by professionals in the respective areas and BPO services experts, including owners and operators or persons who are adept at identifying BPO technology solutions and the right talent for the various businesses.

"Jamaica is at a pinnacle stage of its development, and we need to ensure that all stakeholders within the ecosystem are ready to participate in the BPO growth agenda," outlined Henry. "Our growth can no longer be organic, and in fact, real estate developers, trainers, and other stakeholders are preparing for the exponential growth that is expected."

The BPO sector enjoys the highest employment growth rate of any sector in the last decade and currently accounts for more than 22,000 jobs across the island. It is also contributing more than US$400 million annually to the local economy.

The sector has also been identified by the government as the main driver of the country's growth agenda and is projecting that it will create 100,000 BPO jobs over the next five years.