itel Expands with New Facility in Belize City
After two years of remote operations and just months into construction, itel has proudly opened its new facility in Belize City. Covering an impressive 40,000 square feet, this site will accommodate over 700 call center agents and support staff, marking a significant investment in this Central American nation.
Strategic Growth and New Opportunities
This expansion is in line with itel's vision to explore new markets that are ready for innovation and offer competitive advantages that improve customer experience (CX) in emerging industries. Despite the challenges posed by a global economic downturn that has impacted many CX providers, itel remains committed to expanding its nearshore operations to attract North American brands.
The Promise of Belize's Outsourcing Sector
Belize's outsourcing industry is relatively new but rapidly growing, having seen over 80% growth since 2005. The country is recognized as a valuable destination due to its well-educated workforce, a manageable attrition rate of 10%, and a government-supported investment framework that encourages economic diversification beyond tourism. Strategically located in the heart of the country's outsourcing sector, itel's new facility offers convenient access for team members commuting from nearby areas.
Client Interest and Market Positioning
Yoni Epstein, itel's founding Chairman and CEO, shared his optimism regarding the increasing interest from clients who view Belize as a promising alternative to saturated regional and offshore markets, where recruiting and retaining talent has become increasingly costly 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," Epstein stated.
Embracing Local Culture and Language
Belize is unique as the only Central American nation with English as its official language. In 2021, UNESCO ranked Belize 13th globally for educational investments, and its bilingual workforce aligns well with North American culture. This linguistic advantage, coupled with its geographic proximity to the US, offers potential cost savings for clients looking to provide tailored customer service.
Forging Partnerships for Future Growth
Epstein emphasized the warm welcome itel has received in Belize and expressed a strong desire to collaborate with the government, local suppliers, and other stakeholders to enhance the nation’s infrastructure and culture. He remarked, "It's time to invest in Belize’s outsourcing sector; as the Caribbean’s largest indigenous CX partner, we are ready to lead this change."
Frequently Asked Questions
What is the purpose of itel's new facility in Belize City?
The facility is designed to accommodate over 700 call center agents, enhancing customer service in the region.
Why is itel investing in Belize?
itel sees Belize as a growing market with a skilled workforce and favorable conditions for outsourcing operations.
What makes Belize a competitive outsourcing destination?
Belize offers a developing labor market, significant educational investment, and English as the official language, making it attractive for North American companies.
How does itel support the local economy?
itel's operations create job opportunities for locals and foster economic diversification, reducing reliance on tourism.
What are itel's future plans in Belize?
itel intends to continue expanding its operations and further integrate into the local market to drive growth.
