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Industry Research : Caribbean Call Center Profile

In an attempt to promote efficient outsourcing, the Zagada Institute, with funding sponsorship from Nortel Networks, has examined the state and capability of the call center industry in the Caribbean.

The Caribbean is home to approximately 50 call centers varying from 7 to 800 agents per center with seating capacity ranging from 10 to 1000. The industry has created over 11,000 agents jobs, with regional seating capacity exceeding that same number. There are 12 corporate call centers which are located in the Dominican Republic, Trinidad and Puerto Rican markets. The remaining thirty-eight business call centers are scattered across the region.

Market	# of Centers	# of Agents	# of Seats
Jamaica	13	3153	3153
Dom Rep	7	2821	3665
Puerto Rico	6	1985	1600
Trinidad	7	1010	940
Barbados	3	263	243
St.Kitts	2	128	178
Grenada	2	725	450
St.Lucia	1	600	450
Guyana	1	125	400
Antigua	1	200	226
St. Vincent	1	144	228
Totals	44	11154	11613
Caricom	31	6268	6266
Caricom %	75%	56%	53%