IQor expands Trinidad and Tobago operations, targets 5,000 employees by 2025
MASSACHUSETTS, UNITED STATES — Global business process outsourcing (BPO) provider iQor is accelerating its growth in Trinidad and Tobago, with plans to increase its workforce to 5,000 employees by 2025.
In an interview with BPO Bullhorn, iQor CEO Chris Crowley discussed the company’s bullish outlook on the Caribbean nation, citing its strategic advantages.
“Trinidad and Tobago is an incredibly exciting location for us,” Crowley said. “It’s an English-first nearshore market with access to a highly educated workforce and untapped pools of talent.”
He also highlighted that the country’s low attrition rate, due to limited BPO competition, makes it an ideal environment for scaling operations.
Overcoming leadership challenges in a growing market
Since establishing operations in Trinidad and Tobago in 2016, iQor has faced some challenges, particularly in recruiting leadership talent with BPO experience. Unlike more established BPO markets such as the Philippines or Latin America, the country lacks a significant BPO presence, making it difficult to find local leaders familiar with the industry.
To address this gap, iQor has invested heavily in internal leadership development programs like iLead and Level Up. These initiatives are designed to train employees for supervisory and senior roles within the company.
“We’ve had to invest more here to develop leaders internally than in other locations,” Crowley explained.
Promoting Trinidad and Tobago as a competitive BPO destination
Another challenge has been positioning Trinidad as a competitive BPO destination. Convincing clients to consider Trinidad and Tobago alongside more established markets like Colombia or Jamaica requires effort.
However, Crowley remains optimistic about the country’s potential. “For English-speaking work, Trinidad is as good as—or better than—these locations, particularly in terms of scale, cost, and performance,” he stated.
Investing in talent development and AI integration
IQor is also committed to developing soft skills within its workforce. While Trinidad and Tobago boasts a highly educated talent pool, many candidates come from industries like manufacturing and oil & gas, which means they may lack customer service experience.
To bridge this gap, iQor has invested heavily in training employees on empathy and listening skills.
Looking ahead, iQor is integrating artificial intelligence (AI) into its operations while upskilling its workforce. Crowley emphasized that AI tools like simulated training and AI Predictor are already improving performance metrics such as sales results and employee retention.
“AI will reshape the industry,” he noted, “but I don’t see it as a threat—it’s just the next stage in an evolving industry.”
Embracing AI and workforce upskilling for future growth
With its strategic investments in leadership development and AI integration, iQor is well-positioned to maintain its competitive edge as it scales operations in Trinidad & Tobago. The company’s focus on talent development and commitment to promoting the country as a top-tier BPO destination underscores its long-term vision for growth.
