Thursday 28th April 2005

 

T&T ranks third in call centre market

 
 
 
 
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T&T has emerged in fourth position among regional countries in the call centre market for outsourcing, according to a study first reported in the Jamaica Gleaner.

The newspaper reported that Jamaica had maintained its dominance of the market with 34 per cent, followed by 29 per cent in the Dominican Republic.

T&T with eight per cent of the outsourced call centre market followed Puerto Rico with 17 per cent, according to the 2005 Caribbean Call Centre Report, published by the United States-based Zagada Institute.

Barbados follows T&T with five per cent of the market.

The Institute’s CEO Philip Peters told the newspaper that the market had grown substantially in the last three years.

“Over the last 24 months, our report indicates that the Caribbean Nearshore has doubled by 108 per cent to be exact,” he said.

The Caribbean Nearshore refers to this region’s geographic position relative to the United States.

“It has grown from 11,154 agents since November 2002 to just over 23,000 as of December 2004, creating a US$500 million economic impact,” said Peters. “The number of call centres operating in the region has almost doubled from 48 to 90.”

In the Caribbean region, Jamaica took 80 per cent the of contracts and jobs created from US firms, while in Barbados and Trinidad it was estimated that call centre companies take 90 per cent of their business from US customers.

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