Jampro webinar maps path for Jamaican BPOs to land overseas clients

Jampro’s Global Digital Services arm has hosted an online session aimed at Jamaican business process outsourcing operators who want to grow by winning work from buyers abroad.

Conrad Robinson, who leads global digital services at the agency, opened the programme and, after connectivity trouble kept senior consulting officer Dedra Dixon from speaking immediately, delivered the welcome himself. He said Jampro’s mandate includes helping established BPO firms expand, and framed the session around market realities and practical routes to new accounts.

Christopher Denny, vice-president for investment and linkages, outlined Jampro’s wider role across investment and exports, including outreach to North America and Europe and training-oriented export support. He said national unemployment has fallen sharply from peaks near fifteen per cent to about three point three per cent, while stressing that retaining more value locally—not only wages from externally owned operators—remains important. Denny introduced an “investment accelerator” concept approved internally: over roughly the next month he expects to invite companies into a structured process that sets short-term goals and uses Jampro facilitation—such as brokering introductions and easing access to public agencies—rather than acting as a bank-like funder, though he allowed that investor matchmaking may sometimes help.

Keynote speaker Brad Milner, described as customer experience and global contact centre leadership at Spectrum Brands, drew on long experience sourcing vendors across regions. He argued Jamaica’s strength lies in people, English fluency, cultural alignment with North American and United Kingdom buyers, and maturing capability beyond traditional voice work into knowledge process outsourcing, including technology delivery where internal client teams are stretched. He urged operators to treat artificial intelligence as a capability to master for clients, not only a threat.

On procurement, Milner stressed rigorous, specialist-led responses to requests for proposals, mirroring client formats, avoiding vague yes or no answers, attaching a concise pitch deck with proof points, and steering clear of generic or obviously automated wording. He recommended clear tiered pricing, early submission, professional presentation materials, transparent governance, and commercial mechanisms such as performance incentives or rebates tied to metrics. He noted partnership with other BPOs can cover languages, technology and redundancy, and highlighted relationships with Jamaican providers including a Montego Bay team led by Jackie Sutherland working with Spectrum Brands.

In discussion, Milner addressed hourly rate bands around twelve to nineteen United States dollars, suggesting buyers often negotiate toward a mid‑teens figure after refinement, and tied pricing to service complexity, scale and talent retention. He said trade shows and targeted networking typically outperform cold email, while controlled digital advertising could extend reach.

Organisers said the session was recorded for distribution to registrants by email and encouraged operators to continue the conversation with experts who offered follow‑up support.