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itelbpo wins Frost & Sullivan 2018 Growth Excellence Leadership Award

Published:Friday | March 15, 2019 | 12:17 AM
Yoni Epstein
Yoni Epstein

Yoni Epstein, founder and chairman of business process outsourcing (BPO) firm itelbpo, said being recipients of the Frost & Sullivan 2018 Growth Excellence Leadership Award from among a wide pool of contact centre outsourcing companies in Central America and the Caribbean reinforces his belief that the company’s focus on employees and infrastructure is right on the money.

The widely recognised leadership award lauds itelbpo’s performance in its execution of forward-thinking growth strategies, its C-suite management style and its carefully cultivated value-based culture, among other things.

“To receive such an award means that as a small company from Jamaica, we are punching above our weight when compared to global industry giants. It reinforces that we are focusing on the right things – our people and our investment in infrastructure,” said Epstein.

This is no small achievement for a company that has grown from just seven employees in 2012 to more than 2,000 employees.

The first Jamaica-born BPO firm to establish a global footprint outside of the Caribbean, itelbpo delivers contact-centre management and BPO services globally from its five onsite locations – Monterrey (Mexico), Kingston and Montego Bay (Jamaica), Freeport (The Bahamas), and Tampa (Florida, United States) – as well as through a robust network of US-based work-at-home agents.

high standards

Frost & Sullivan, a global consultancy firm, furnishes companies – including BPOs – with research that fosters accelerated growth and innovation. The award is presented to companies that demonstrate their capabilities in maintaining consistently high standards for delivering customer value, which results in growth above the industry average.

The company arrived at its decision after extensive primary and secondary research conducted by its global team of analysts and consultants across various sectors and geographical regions. Their benchmarks were rooted in two key categories –growth performance and customer impact.

“Against the backdrop of this research, Frost & Sullivan is pleased to recognise itelbpo as the Growth Excellence Leader in the contact centre outsourcing services market,” David Frigstad, chairman of Frost & Sullivan, wrote in a congratulatory letter.

The report highlights: “... when comparing 2017 to 2016, itelbpo grew by more than 40 per cent, while the rest of Central America and the Caribbean only grew 11.7 per cent. Whereas revenue for the BPO industry in Central America and the Caribbean grew by 45 per cent from 2014 to 2017, itelbpo’s revenue increased by 160 per cent over the same period.”

Continuing, Frigstad said: “To achieve leadership in growth is never an easy task, but it is one made even more difficult considering today’s competitive intensity, customer volatility and economic uncertainty, not to mention the difficulty of innovating in an environment of escalating challenges to intellectual property. Within this context, your receipt of this award signifies an even greater accomplishment.”