itel Launches New Call Center in Belize to Boost Growth
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itel Expands with New Location in Belize City
After two years of operating remotely and just months into construction, itel has proudly opened its new facility in Belize City. Spanning 40,000 square feet, the site is set to accommodate more than 700 call center agents along with support staff, representing a major investment in this Central American nation.
Strategic Growth and Untapped Markets
This expansion aligns with itel's vision to grow into uncharted markets that are primed for innovation and possess competitive edges that enhance customer experience (CX) in burgeoning industries. Despite facing a global economic downturn that has challenged many CX providers, itel has stood firm in its dedication to broadening its nearshore operations to appeal to North American brands.
The Potential of Belize's Outsourcing Industry
Belize's outsourcing landscape is relatively young but thriving, boasting over 80% growth since 2005. The country is recognized as a value destination because of its well-educated workforce, a manageable attrition rate of 10%, and a government-backed investment framework promoting economic diversification beyond tourism. Positioned in the heart of the country's outsourcing industry, itel's new facility is strategically located for easy access for team members commuting from adjacent areas.
Client Interest and Market Positioning
Yoni Epstein, itel's founding Chairman and CEO, expressed optimism about the rising interest from clients viewing Belize as a favorable alternative to saturated regional and offshore markets, where talent recruitment and retention are increasingly pricey and complex. "We tested the waters in 2022 through a partnership and a remote working model. This year, we decided to fully commit and open our doors, backed by a solid base of clients and a promising pipeline eager to explore what Belize can deliver," stated Epstein.
Adapting to Local Culture and Language
Belize stands out as the sole Central American nation with English as its official language. In 2021, UNESCO recognized Belize as 13th globally for educational investments, and its bilingual workforce connects well with North American culture. This linguistic advantage, along with its geographic proximity to the US, translates into potential cost savings for clients seeking to provide customized customer service.
Building Partnerships for Future Success
Epstein highlighted the warm reception itel has experienced in Belize and expressed a desire to collaborate with the government, local suppliers, and other stakeholders to promote the nation’s infrastructure and culture. He stated, "It's time to invest in Belize’s outsourcing sector; as the Caribbean’s largest indigenous CX partner, we are poised to lead this change."
Frequently Asked Questions
What is the purpose of itel's new facility in Belize City?
The facility aims to house over 700 call center agents to enhance customer service provision in the region.
Why is itel investing in Belize?
itel recognizes Belize as a burgeoning market with a skilled workforce and favorable economic conditions for outsourcing operations.
What makes Belize a competitive outsourcing destination?
Belize boasts a growing labor market, high educational investment, and English as the official language, making it suitable for North American firms.
How does itel support the local economy?
itel's operations create jobs for locals and promote economic diversification by reducing dependency on tourism.
What are itel's future plans in Belize?
itel plans to continue expanding its operations and further integrate into the local market to drive growth.
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