Jamaican outsourcing firm itel announced that it is expanding into the United States, with the opening of a 34,000 sq. ft. contact center in Jeffersonville, Indiana this fall. According to itel, the new southern Indiana customer experience center will immediately create 150 jobs in the area, with plans to expand to upwards of 300 employees in 2022.
This location adds to the company’s established nationwide network of work-at-home agents in the US. itel plans to serve a Fortune 500 luxury fashion retail brand, offering customer care calls, chat and email support.
“Since expanding to the USA with our work-at-home operations in 2018, we have been eager as a company to officially land in America with a physical customer experience center,” Yoni Epstein, Founding Chairman and CEO of itel.
According to itel, the announcement is part of a larger trend of contact center outsourcing moving closer to their centers of operation. “Our nearshore centers are fully equipped to enhance the customer journey at incredible cost-savings, yet some clients want to be onshore – no matter the price,” explained Epstein.