How itel Transformed the Caribbean into a Global Outsourcing Hub

When Yoni Epstein founded itel in 2012, skepticism toward Caribbean outsourcing was the industry standard. The region was viewed primarily through the lens of tourism, with few believing it could house complex, tech-forward business processes. Epstein, who later became the founding chairman of the Global Services Association of Jamaica (GSAJ), focused on talent up-skilling to bridge the capability gap, eventually turning local contact centers into hubs for global investment.

Resilience became the company's defining operational strategy. During the COVID-19 pandemic, itel avoided the shutdowns that crippled overseas providers by pioneering 'COVID-ready' facilities and rapid remote-work transitions. This adaptability proved critical again last October, when a major hurricane disrupted 60% of Jamaica’s BPO sector. While competitors stalled, itel’s internal infrastructure allowed for a faster recovery than the regional average.

To stay ahead of the curve, the firm is now integrating proprietary artificial intelligence. These models are specifically trained to interpret Caribbean dialects, providing a linguistic and efficiency edge that larger, legacy firms often struggle to replicate. By securing over 15 global industry awards, the company has shifted the narrative from regional underdog to a proven competitor in the international CX market.