The future of Montego Bay’s BPO industry

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Andre Haughton.

Business process outsourcing (BPO) has emerged as a vital sector in Jamaica, alongside tourism, providing significant employment opportunities and contributing to the growth of the national economy. Over the past 25 years, the industry has expanded from employing approximately 5,000 individuals to around 60,000 today, with projections indicating an increase to about 100,000 jobs in the near future. While there is clear potential for further growth, recent developments — such as VistaPrint’s decision to sell part of its facility to a hardware company, the closure of several IBEX centres, and Flow outsourcing customer service calls to Guyana — highlight the industry’s evolving nature and underscore the need for strategic initiatives to guide Jamaica’s advancements in this sector.

The rise of generative artificial intelligence (AI) technologies and automation introduces new dimensions to the BPO sector, transforming job roles and necessitating a shift toward higher-value tasks. The global business sourcing industry is categorised into three sectors: business process outsourcing (BPO), knowledge process outsourcing (KPO), and information technology process outsourcing (IPO). Notably, 71 per cent of employees across these sectors are female, while 29 per cent are male. The BPO sector accounts for 97 per cent of employment, with KPO and IPO sectors employing approximately 1.5 per cent and 0.82 per cent, respectively. The latter sectors typically require more technical skills related to science, technology, engineering, and mathematics (STEM) and are predominantly male-dominated. However, KPO and IPO represent significant opportunities for Jamaica’s economic growth; the KPO industry alone is valued at approximately US$40 billion — two-and-a-half times Jamaica’s gross domestic product (GDP).

Demand for KPO and Information Services Outsourcing (ISO) services primarily stems from countries seeking to reduce costs and enhance efficiency. The largest markets for these services include the US, United Kingdom, Germany, France, and other European nations, particularly in areas such as financial analytics, legal process outsourcing, healthcare information management, technical research, and data-related services. Additionally, growing economies in the Middle East increasingly outsource financial and legal services as well as market research and engineering tasks. Countries like Japan and South Korea rely on outsourced analytics and healthcare information management due to their ageing populations.

Jamaica has a unique opportunity to broaden its BPO landscape to encompass KPO and IPO services by leveraging its existing expertise. By focusing on services that demand human insight, empathy, and complex decision-making — qualities that machines cannot easily replicate — Jamaica can secure its position at the forefront of a more resilient, technology-integrated BPO sector. This transformation not only enhances sector resilience but also plays a crucial role in Jamaica’s broader vision of elevating at least one million people into the middle class. A robust middle class is essential for Jamaica’s long-term economic strength as it fosters an environment where individuals have access to meaningful employment.

To support this vision, it is vital to empower the workforce to adapt to the demands of the digital age. This includes enabling young people to engage in industries with genuine long-term growth potential. To position Jamaica as a viable provider of KPO and ITO services, it is essential to invest in workforce development through institutions like the HEART College of Innovation and Technology. Programmes should focus on data analytics, financial research, healthcare information management, and legal research. Partnerships with universities and industry players can facilitate relevant training while increasing emphasis on STEM education across all schools — not just within specialised STEM institutions — ensuring a broader reach.

Strengthening Jamaica’s technological infrastructure is equally important; reliable Internet access and advanced data centres are crucial for supporting KPO/ISO operations. Government investment or public-private partnerships can enhance digital infrastructure while investing in cybersecurity protocols is essential for meeting international data privacy standards.

Advancing the industry requires proactive government policies that steer its direction. Providing incentives and policy support for entrepreneurs and SMEs will encourage investment in KPO and ISO sectors. Establishing a technology and innovation enhancement fund similar to the Tourism Enhancement Fund could be beneficial. Tax incentives for companies investing in these sectors will encourage both local start-ups and international investors while simplifying regulations for foreign businesses will promote outsourcing investments.

Countries leading in KPO and ISO typically have strong focuses on technology, analytics, research, and back-office functions. India, Malaysia, the Philippines, and China remain global leaders in these areas due to their large skilled English-speaking workforces and competitive labour costs. South Africa is emerging in this sector by focusing on financial analytics and legal outsourcing while Mexico expands its KPO/ISO services for North America due to geographical proximity. Poland is also becoming a hub within the European Union for finance-related industries.

Jamaica possesses the resources, talent, and determination necessary to embrace this future. With appropriate support focused on high-value tech-enabled roles, Jamaica’s BPO industry can not only thrive but also set a standard for the Caribbean region. Together, we can cultivate an environment where innovation drives opportunity — solidifying a pathway toward middle-class growth and economic resilience for our communities. This revised abstract maintains clarity while enhancing readability by organising ideas logically and ensuring grammatical correctness throughout the text.

Dr Andre Haughton is a Senior Lecturer in the Department of Economics at The University of the West Indies, Mona. He is also the People’s National Party Shadow Cabinet Minister of Science, Technology, Innovation and Entrepreneurship. He is the Member of Parliament caretaker for the St James West Central Constituency. He is the Author of Developing Sustainable Balance of Payments in Small Countries and Overcoming Productivity Challenges in Small Countries. You can contact him via social media at @drandrehaughton on Instagram, Facebook, Twitter and LinkedIn.

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