Narayan AmmachchiU.S. mailing services giant DHL Express has set up a call center in Jamaica’s New Kingston, as part of an effort to streamline its operations. Built at a cost of US$30 million, the call center will provide customer services to the company’s operations throughout the Caribbean, in addition to selling its products and services.
Until recently, according to local daily Jamaica Observer, DHL sold its products through agents scattered across its offices in the region. But this practice led it to incur heavy expenses. The new call center centralizes its telesales division as well as customer care.
DHL began its operations in Jamaica in 1988 with seven employees. Today, with the launch of the call center, the headcount rises to 93.
“2014 was a challenging year, but we had double-digit growth. In some markets we grew 20%. So we certainly expect an incremental growth from the telecenter,” said Reiner Wolfs, managing director of DHL Express, Caribbean region.
Wolfs said the company is facing many challenges in the region, though its Jamaican operation is making profit.
Setting up a call center had long been on its agenda and DHL has searched for the right place for months. Finally, the officials said, they settled on Jamaica, convinced by the skilled labor force, good education and the potential of the country.
Jamaica is DHL’s biggest market in the Caribbean, where it operates in nearly 30 countries. Jamaica accounts for 20% of the company’s revenue in the Caribbean and 26% in terms of volume of shipment.
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