nearshore inbound call experts global overview: montego bay, jamaica

Montego Bay, Jamaica Overview 10-2016 Presented by: Golden Gate BPO Solutions

Copyright 2016 - Golden Gate BPO Solutions, LLC


NICE Global Highlights – Montego Bay, Jamaica

Nearshore Inbound Call Experts (NICE Global) specializes in providing multichannel technical support and sales for complex PC and MAC related issues, delivering world class technical support across a broad range of consumer electronics, including resolution of software and network issues, from its nearshore location in Montego Bay, Jamaica. Key Facts: • Currently Handling 500K Calls per Year, 300K Computer Sessions per Year and Achieving 90% First Call Resolution • Operations/Management Team with 15 Years of Experience handling Complex Technical Support, Including for Its Own Products • 100% of Current Operations driven by First Call Resolution, Positive Customer Experience, CSAT and Net Promoter Score (NPS) • Cultural Affinity to the US, English Fluency and Natural Customer Interactions with US Consumers • Certifications & Golden Gate BPO/UNO Best practices in Place • Workforce Highly Specialized, including Microsoft Certified Technicians/Agents, & Not Comparable to General Call Center Demographic • 350, With Capacity to Employ an Additional 125 Agents at Site #1 • Premium Tech Support for Hardware/Software include traditional Help Desk/Tech Support, Remote Take Over and/or Guided Support • Located in Cazoumar Free Zone in Montego Bay, Secured Property and First Private Free Zone in Caribbean Est. 1998

Facts 90% FCR

500K Calls Per

Year

300K Comp

Sessions per Year

English Fluency/US

Affinity

350 Workstations

/100 Available

Tech Support

Expertise

Cazoumar Free Zone Location


Country and City Overview – Montego Bay, Jamaica

Key Facts: • Educated, Diverse and Loyal English-Speaking Workforce with Strong Understanding of American Culture • Close Proximity to United States – Nonstop Flights Daily, 90 Minutes from Miami and 4 Hours from NYC • Eastern Time Zone (UTC -5) • Current Outsourcing Services Include Customer Care, Sales, Technical Support, Finance and Accounting • Strong Government Support, Including Tax, Investment and Training Incentives, and State of the Art Technology Parks • Reliable, Scalable and High Quality Technology Infrastructure Fully-Redundant to US and Europe • Most Advanced Telecommunications Structure in the Caribbean • Favorable Workforce Demographics / Employee Loyalty and Low Attrition / Population of ≈ 3M and Labor Force ≈ 1.3M • Forbes Ranked Jamaica as Best Country in Caribbean and 3rd Best in LACAR to do Business • Jamaica has 3rd Largest English-Speaking Population in the Americas, behind only the USA and Canada • Xerox Employs 6,500 Customer Care and BPO (adding 2,500); Sutherland 2,700 (adding 2,300) – NICE Global is Different Demographic


NICE Global – Montego Bay, Jamaica

NICE GLOBAL MONTEGO BAY, JAMAICA – NETWORK/REDUNDANCY DIAGRAM


Golden Gate BPO Solutions Stephen B. Ferber The Bell Tower at Weston Town Center CEO & Managing Partner 1792 Bell Tower Lane Direct 954-385-4977 Weston, FL 33326 Mobile 954-95-6377 888-501-8368 www.GoldenGateBPO.com


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