Convergys Puts Jamaica Call Center Plans on Hold

By Tracey E. Schelmetic
TMCnet Contributor

Business process outsourcing giant Convergys (News - Alert), which had announced plans earlier to open a 1,000-seat call center in Jamaica, has said it is putting those plans on hold for the moment. Last December, the Cincinnati-based company announced that it would be investing millions of dollars in the new call center in Montego Bay, St. James.

Andrea Ayers, who is now CEO for the company, said at the time that the operation would “benefit not only Jamaicans with attractive jobs, but also our clients with a new option for near-shore, agent-assisted English-speaking customer service, including traditional phone, e-mail and chat support.”

The announcement of the change of plans is disappointing many in Jamaica who saw good jobs opportunities. The deal, however, is not dead, says Convergys.

 “We have decided to delay our entry into Jamaica, however, we do think there may be longer-term potential to enter Jamaica,” media relations representative for Convergys, Brooke Beiting, told the Jamaica Observer. “We will review this decision, specifically taking into account client demand, on a quarterly basis,” she added.

Currently, more than 11,000 people in Jamaica are employed by call centers.

While the company has not revealed why it’s changing its plans, the Jamaica Observer is reporting that sources say the company has hesitated to go forward with the deal due to insufficient office space available for lease in the country, which may mean that the company must custom build its new facility rather than leasing it. 

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