Jamaica’s BPO jobs stagnate amid global competition
KINGSTON, JAMAICA — The business process outsourcing (BPO) sector in Jamaica, a vital part of the country’s economy, has not created new jobs over the past six months.
According to Global Services Association of Jamaica (GSAJ) President Anand Biradar, the growth in BPO job numbers has plateaued despite the sector employing around 52,000 individuals and generating over $1 billion annually.
Global competition and local challenges
While Jamaica has historically led the growth trajectory among nearshore countries, the post-pandemic landscape has seen offshore countries like India outperforming those in the nearshore space.
Biradar highlighted the need for Jamaica to offer superior service experiences to attract and retain top-tier clients.
“To charge the high premiums we have to deliver the highest possible service imaginable, not just in the walls of the BPO but across this the country,” Biradar noted.
He stressed that the ultimate service experience encompasses all aspects of interaction, from shopping and dining to any business-to-consumer engagement.
Focus shifts to service quality
Biradar emphasized the sector’s need to enhance service quality to attract higher earnings and premium clients.
This shift in focus comes as Jamaica aims to maintain its competitive edge in the global services sector (GSS), which includes more technical services beyond basic call center operations.
Economic impact and future prospects
The BPO sector’s contribution to employment has been significant in Jamaica, particularly for young women, and has helped reduce unemployment to a record low of 4.2%.
However, Biradar believes there is potential for greater earnings if service standards are elevated.
“Knowing the talent we have here, I believe we are leaving money on the table,” he said.
The stagnation in job growth within Jamaica’s BPO sector emphasizes the need for a strategic shift towards enhancing service quality. As the sector navigates global competition and local challenges, improving service delivery could be key to unlocking further economic benefits and sustaining its growth trajectory.
