MONTEGO BAY, Jamaica, March 5, 2019 /PRNewswire/ -- itelbpo is the recipient of the Frost & Sullivan 2018 Growth Excellence Leadership Award from among a wide pool of contact centre outsourcing companies in Central America and the Caribbean.
The award is presented to companies that demonstrate their capabilities in maintaining consistently high standards for delivering customer value, which results in growth above the industry average.
Founder and Executive Chairman of itelbpo Yoni Epstein remarked, "To receive such an award means that, as a small company from Jamaica, we are punching above our weight when compared to global industry giants. It reinforces that we are focussing on the right things — our people and our investment in infrastructure."
Frost & Sullivan arrived at its decision after extensive primary and secondary research conducted by its global team of analysts and consultants across various sectors and geographical regions. Their benchmarks were rooted in two key categories: growth performance and customer impact.
"Against the backdrop of this research, Frost & Sullivan is pleased to recognize itelbpo as the Growth Excellence Leader in the contact center outsourcing services market," David Frigstad, chairman of Frost & Sullivan writes in a letter of congratulations.
Frost & Sullivan's report highlights "that when comparing 2017 to 2016, itelbpo grew by over 40 per cent while the rest of Central America and the Caribbean only grew 11.7 per cent." The report continues, "Whereas revenue for the BPO industry in Central America and the Caribbean grew by 45 per cent from 2014 to 2017, itelbpo's revenue increased by 160 percent over the same period."
Frost & Sullivan also recognizes itelbpo's investment in technology, such as virtual desktop infrastructure and chatbots, as a key indicator of the company's potential for continued growth noting that this investment should result in a higher level of team efficiency and customer service delivery. By implementing chatbot solutions, the BPO has already increased its sales agents' conversion rates by approximately three per cent.
In its conclusion, Frost & Sullivan highlights that itelbpo demonstrates a dedication to developing strong agent/customer interactions and excels in driving growth by meeting customer demand and fostering brand loyalty.
"With its passion for people, excellent customer service, and strong overall performance, itelbpo earns Frost & Sullivan's 2018 Growth Excellence Leadership Award for Central America and the Caribbean in the contact center outsourcing services market," the report ends.
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