Call Center Solutions, CCS, a business process outsourcing company headquartered in Florida but with service centres in Jamaica only, is expanding in Montego Bay, adding a new location to support its resort clientele.
CCS President Paul Wohlford said the company’s portfolio now includes 80 resort properties, up from the 45 displayed on its website.
“We are actually up to about 80 properties and growing. We just opened the third centre, and we are now looking for a fourth centre,” he said.
The other two locations are at the GWest Complex and Sagicor Business Centre in Montego Bay, St James.
As to the level of investments made to date in the six-year-old operation at the new centre, Wohlford was unwilling to disclose it.
It was a “seven-figure investment to get us started and keep us growing,” he said.
The new call centre can accommodate 120 agents, growing the workforce at CCS to 400 team members.
The centre commenced operations on October 2 and has already secured contracts with four clients, Wohlford said.
Wohlford describes the company as “a full-service contact centre providing multilayered expertise in all administrative, customer service, and sales operations. CCS focuses on their customers’ operational workflows, sales metrics, and overall contact handling.”
The company, based in Panama City Beach, Florida, operates its Jamaican call centres 24 hours a day all year round.
Montego Bay is the nexus of the call centre industry in Jamaica for which employment is projected to grow to 75,000 in three years, making outsourcing one of the largest employers in Jamaica.