Industry Minister Aubyn Hill has announced the formation of a dedicated working group to revamp Jamaica’s Business Process Outsourcing, BPO, sector amid mounting challenges.
The Minister was responding to the latest developments involving global outsourcing giant Ibex, which recently revealed plans to scale back its operations in Jamaica.
Despite these setbacks, Hill remains optimistic about the BPO sector’s potential but acknowledged the urgent need to address several issues.
Chevon Campbell reports
Ibex’s financial report outlines its decision to shut two centers and reduce its contact desks by one-third.
The company cited inflationary pressures and the rise of generative artificial intelligence, which has prompted many clients to re-evaluate their strategies.
Minister Hill attributed Ibex’s decision in part to the ongoing labor shortage in Jamaica.
The Industry Minister also pointed to other concerns, such as the island’s high energy costs and fierce competition from other countries, as factors further limiting Jamaica’s BPO prospects.
Nevertheless, Minister Hill remains hopeful, emphasizing that the BPO industry will continue to be a significant source of revenue and employment.
To this end, he has tasked various government agencies with crafting a comprehensive strategy to bolster Jamaica’s standing in the global outsourcing arena.
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