itelbpo
Customer Experience and Contact Center
itel International is the largest Caribbean-born business process outsourcer that provides customer experience and contact center services for various industries, known for its family-oriented corporate culture and employee-centric philosophy.
Size
11-50
Private
Mission
To create inspiring workplaces and foster true client partnerships that deliver authentic, on-brand customer experiences.
About
itel International offers customer experience and contact center services along with back-office operations and recruitment services for clients in automotive, healthcare, telecommunications, and retail. The company operates using a geo-diverse delivery model and supports clients across the Caribbean, Latin America, the U.S., and Canada.
It is recognized for its award-winning customer experience solutions, with a strong emphasis on employee experience to drive exceptional service delivery.
Services
itel International provides customer experience and contact center services, supported by back-office operations and recruitment services. These services include inbound customer support, outbound telesales, social media customer care, and quality assurance, tailored to support a wide range of client needs across various communication channels.
Capabilities
Inbound Customer Support
Outbound Telesales & Retention
Social Media Customer Care
Email Support
Data Entry & Data Processing
Quality Assurance & Monitoring
Recruitment Process Outsourcing (RPO)
Industries Served
The company serves clients in automotive, healthcare, telecommunications, retail, and financial services. It has experience supporting businesses with services aligned to industry-specific requirements, ensuring effective customer engagement and operational efficiency.
Unique Stregths
itel International is known for its family-oriented corporate culture and the EX=CX philosophy, which prioritizes employee experience to enhance customer satisfaction. Its approach includes a geo-diverse delivery model, allowing for flexibility and scalability in service delivery, ensuring consistent quality across all client interactions.
Delivery Footprint
Headquartered in Montego Bay, Jamaica, the company operates using a geo-diverse delivery model. It serves clients across the Caribbean, Latin America, the U.S., and Canada, with teams working in hybrid environments to meet diverse client needs.
Certifications
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Verticals
Retail & e-Commerce
Telecommunications & Media
Banking & Financial Services
Insurance
Travel Hospitality & Leisure
Clients
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What's the main service provided by
itelbpo
?
itelbpo specializes in providing exceptional customer experience and contact center services. Their offerings include a range of support options such as inbound customer service, outbound telesales and retention, social media customer care, email support, as well as data entry and data processing. Additionally, they ensure quality through monitoring and offer recruitment process outsourcing (RPO) to meet diverse client needs effectively.
What additional services does
itelbpo
provide?
In addition to their primary customer experience and contact center services, itelbpo also offers a variety of other capabilities. These include back-office operations, HR recruitment and payroll, as well as marketing operations. This extended service portfolio enables them to provide comprehensive solutions tailored to meet the diverse needs of their clients.
When was
itelbpo
founded?
Established in 2012, itelbpo has been in operation for approximately 12 years. Since its inception, the company has grown to become a noteworthy player in the business process outsourcing sector, delivering quality services to a wide array of clients.
What industry verticals does
itelbpo
serve?
itelbpo serves a variety of industries including Retail & e-Commerce, Travel, Hospitality & Leisure, Telecommunications & Media, Banking & Financial Services, and Insurance. This diverse industry focus allows them to tailor their services to meet specific client needs and enhance customer engagement.
What delivery model does
itelbpo
offer?
itelbpo employs a versatile delivery model that includes onshore, nearshore, offshore, and hybrid approaches. Onshore services are conducted within the same country as the client, while nearshore refers to services provided in nearby countries. Offshore signifies operations in distant regions, allowing for cost efficiency. The hybrid model combines these methods to offer flexibility and scalability, ensuring that client requirements are met with consistent quality across all interactions.
How many employees and/or seats does
itelbpo
have?
itelbpo currently has a workforce consisting of between 11 and 50 employees. This size allows for a close-knit team environment, which can foster strong collaboration and a personalized approach to client service.
Can
itelbpo
be considered a good service provider for startups?
Can
itelbpo
be considered a good service provider for SMBs?
itelbpo is well-positioned to support small and medium-sized businesses (SMBs) with their scalable service offerings. Their extensive experience in customer engagement and back-office operations means they can help SMBs grow by providing tailored solutions that enhance operational efficiency and customer satisfaction. The company’s flexible delivery model further enables SMBs to adapt their service needs as they expand.
Can
itelbpo
be considered a good service provider for enterprises?
While itelbpo is structured to serve small and medium businesses effectively, it also has the capabilities to cater to larger enterprises. Their award-winning customer experience solutions and robust operational frameworks ensure reliability and efficiency at scale. The company’s geo-diverse delivery model further supports complex enterprise needs, making it a suitable partner for organizations seeking sophisticated outsourcing solutions.
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