Jamaica BPO industry loses $50Mn to fraud
MONTEGO BAY, JAMAICA — Jamaica’s Business Process Outsourcing (BPO) industry is grappling with annual losses exceeding US$50 million, attributed largely to fraudulent activities.
A report by The Sunday Gleaner traces these losses to the industry’s infancy in Jamaica. Loose data security measures during those times made clients’ confidential data accessible to unscrupulous workers.
Montego Bay, in particular, emerged as a hotspot for lottery and advance-fee scams, draining over US$300 million annually, primarily from unsuspecting elderly Americans. Unwittingly, the BPO industry supplied scammers with this crucial data.
An anonymous BPO worker also claimed that the occasional recklessness of clients — like giving out their personal information readily — helps scammers take advantage. Modern gadgets like smartwatches and hidden cameras only add to the ease of data theft.
Commenting on this rising issue, Global Services Association of Jamaica President Anand Biradar said that the strength of a system depends on how strong a company and its clients’ infrastructure are.
“Mostly, they are safe, but there could be vulnerabilities,” he stated, adding that site visits are crucial for BPO companies who are allowing work-from-home arrangements with their staff.
Biradar also spoke about bolstering security measures within the industry. These include disabling USBs, preventing screen captures, and using surveillance cameras. Tighter background screenings should also be done upon recruiting new BPO workers.
Facing significant investment risks, Jamaican outsourcing operators also implemented rigorous security measures to safeguard data and retain contracts from prominent international companies. This includes searching the staff’s belongings upon entering and exiting their offices.
