News : Itelbpo Ranked Among Top Contact Centres in New Global Report
Kingston, Jamaica, March, 2019 -- Jamaican-owned itelbpo has been named among a group of business process outsourcers (BPOs) around the globe providing superior front-office contact centre experiences.
According to the HFS Top 10 Front Office Customer Engagement Operations Services Report 2019, itelbpo ranked number 19 out of many global providers assessed for their ability "to develop a comprehensive analysis of industry-specific services and solutions for firms" operating in the front-office contact centre sector.
Moreover, itelbpo ranked number five in the Voice of the Customer assessment, which places it in the top five in customer engagement operations services providers globally.
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HFS Research, a research firm in the global business services and information technology ecosystem, compiled the list after conducting interviews with over 300 service clients about their contact centre providers’ performance and innovation. Once complete, interviews were combined with both internal and publicly available information on the providers.
Assessed on the basis of three key pillars – execution success, innovation capability and voice of the customer – itelbpo was highlighted as "a nimble nearshore and work-at-home partner".
"Itelbpo’s clients appreciate the delivery location, flexibility and itelbpo’s reputation as a flexible and accommodating partner," HFS Research stated in its report. "Itelbpo’s talent development and culture stand out as the provider continues to seek educated, motivated talent for higher-value interactions."
HFS pointed out that itelbpo’s acquisition of Granada Corporation and its work-at-home services in 2017 has added dimension to its contact centre services by complementing its nearshore and onshore premise-based operations in Jamaica, The Bahamas, Mexico, and the USA; as well as its multilingual customer experience management.
"Being named in the HFS report is sending a signal that our culture at itelbpo is informing the way we do business with clients and customers. We are pushing the boundaries by innovating and offering best-in-class contact centre delivery," said Yoni Epstein, itelbpo’s Executive Chairman.
"We are particularly pleased to be ranked number five for Voice of the Customer, which is based on direct feedback from service provider clients. In other words, it’s straight from our clients’ mouths. The market is openly recognising our exceptional customer experience delivery," analysed Epstein.
According to HFS: "... Itelbpo certainly has an impressive portfolio of clients in that upper echelon of companies, so the key will be to drive home and further hone its value proposition as speciality nearshore and WAH provider."
This supports the report’s findings that "...in the future, it may not be the ‘usual suspects’, but the providers that leverage niche capabilities, digital marketing and CX design assets for their operations to be winning in the future".
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From itel-BPO
Island Outsourcers manages Contact Center and Back Office operations in a variety of industries. Our experienced management team ensures that consistent world-class service levels are upheld. Our core management team is comprised of experienced and committed individuals with over 25 years of engagement in the service sector. We have distilled and integrated five core values that effectively drive our service delivery to clients: reliability, accountability, awareness, service and loyalty. Our hiring process is highly focused on identifying, selecting and retaining an exceptionally driven talent base of agents, back office workers and support staff who are passionate about care. The relationship between Island Outsourcers and each of our BPO clients is managed with both confidentiality and independence. Our commitment to individual attention to the end consumer ensures that your brand perception remains top-of-mind. Our management philosophy is crafted around a specialization practice to further ensure the highest level of service delivery and client enchantment.
HfS Research is an analyst and global network for IT and business services, with a specific focus on global business services, digital transformation, and outsourcing.
Published: Tuesday, April 2, 2019
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