International customer experience outsourcer itel, with operations across the Caribbean, Latin America, U.S., and Canada, today announced its new brand schema, trading its old itelBPO moniker for the streamlined “itel.”
The move highlights the company’s expansion into the some of the most active nearshore and onshore markets while offering a robust work-at-home delivery platform. Historically known for being the largest homegrown Caribbean business process outsourcer, itel says it will advance its strategic expansion into nearshore markets this summer, opening new customer experience operations in Guyana and Honduras, as well as establishing a core technology development team in Medellín, Colombia.
itel’s latest investment in Jamaica, a 90,000 sq. ft. facility located in Kingston will be home to 1,500 on-site employees and manage a network of work-at-home agents, once it opens this fall. The property is entirely COVID-19 ready, and will feature outdoor lunch and wellness centers, ergonomic workspaces that allow for social distancing between employees, fresh air, and inspiring art installations that combine nature and technology to tell the company’s story of evolution.
“itel has always provided a partnership style that is coveted by our clients, and that’s not going to change as we grow,” said Yoni Epstein, Founding Chairman and CEO. “As change accelerated in 2020, from how we work, to how we shop and how we live, companies were forced to be nimble. For those locked in with CX partners that were too large to pivot and adapt, 2020 left scars on their brand and customer satisfaction.”
“Our teams are more empowered and accessible than larger customer experience providers, yet our service delivery platform is diversified across the Caribbean and the Americas. Our ability to provide customized CX solutions is one of our true differentiators. The way we partner with our clients, our flat management style, modern workspaces and family-like culture has put us in a league of our own – and we’re only becoming stronger as we expand internationally.”