Training Academy & Learning Labs

The call center industry is growing in Jamaica, most of this growth is focused in Montego Bay. Already there are over 12,000 seats utilized by existing call centers and with the phenomenal pipeline developed by JAMPRO it is are expected that this will increase significantly over the next few months and years as they (JAMPRO) sets their eyes on securing large firms who wish to start up 300 agents and more. This growth is truly a benefit to Montego Bay and Jamaica on a whole, as it provides employment, however it also highlights a major problem here in Jamaica as there is very little true growth to the employment rosters. Due to the transient nature of the business, many call centers only accept experienced agents and turn away good people with ambition and a willingness to learn and work. Call centers do not generally have the time nor the resources to work and develop these individuals to maximize their true potential, so, this renting of the workforce policy is being taxed by the new centers coming in, so existing and new centers are vying for the same workforce resulting in a high turnover that is not a result of performance but opportunity. This along with the existing workforce who may not survive the grueling and demanding initial training and ultimatum to produce contribute high number of “center hopping” which reflects poorly on attrition.