How itel Became a Beacon of Caribbean Competitiveness in Outsourcing

Celebrating 14 Years of itel

In June 2026, itel marks its 14th anniversary as the Caribbean's largest homegrown customer experience (CX) provider. This achievement stands testament to the resilience and competitiveness of the Caribbean outsourcing sector. Founded in Montego Bay, itel began its journey with just seven employees in a small office. Over the past decade, the company has revolutionized the perception of the Caribbean from merely a tourist destination to a formidable player in the global business process outsourcing (BPO) industry.

A decade ago, many doubted the potential of the Caribbean in the outsourcing arena, overshadowed by established giants like India and the Philippines. However, itel has shattered these doubts, emerging as a leader with nine operational countries, over 15 global industry awards, and partnerships with 40 international clients. Yoni Epstein, the founder and CEO, reflects on the company's humble beginnings, emphasizing how itel evolved into an employer for hundreds, paving the way for new work opportunities in the region.

As the Caribbean's outsourcing industry grew, itel played a crucial role in shaping its landscape. Epstein's vision extended beyond building a profitable company; it involved supporting broader industry initiatives. As the Founding Chairman of the Global Services Association of Jamaica (GSAJ), he actively promoted talent development in the outsourcing sector, participating in projects like the Global Services Sector Project that focused on upskill training.

The journey has been anything but smooth. The onset of the COVID-19 pandemic posed unprecedented challenges, forcing businesses worldwide to adapt rapidly. As government lockdowns loomed large, many offshore contact centers were closed. Yet, itel turned adversity into opportunity. With a swift transition to remote work, they implemented new health and safety standards, leading the charge in creating 'COVID-ready' contact centers, ensuring business continuity and customer service excellence during a chaotic period.

In October 2022, Jamaica faced a devastating hurricane that impacted nearly 60% of its BPO sector. While many businesses floundered, itel demonstrated its resilience, recovering efficiently ahead of numerous competitors. This ability to bounce back not only reaffirmed its position within the industry but also highlighted the tenacity and commitment of its leadership team.

As the industry evolved, itel embraced innovation. With artificial intelligence (AI) becoming increasingly integral to business operations, itel proactively developed proprietary AI models tailored for the Caribbean context. These models were specifically trained to understand unique dialects spoken in the region, enabling the company to derive valuable operational insights and enhance customer satisfaction.

Critics often claimed that Caribbean outsourcing companies could never compete with larger multinationals. Yet, itel continually proved them wrong. Each challenge bolstered their resolve to demonstrate that the Caribbean can lead in technology-driven outsourcing solutions.

As itel celebrates 14 years of excellence, its journey reflects the Caribbean's potential, showcasing a dynamic and competitive region in the global outsourcing landscape. With a commitment to innovation, employee development, and community engagement, itel sets a benchmark for future Caribbean enterprises aiming to make their mark on the global stage.