IBD President Luis Alberto Moreno predicted that automation would slash Caribbean contact center jobs by 50%. Avasant Partner Anupam Govil and others weigh in on the accuracy of his statements.
The Caribbean's ambitious rise to regional contact center dominance, particularly in countries like Jamaica, is occurring due to its high level of English language capabilities, cultural and time zone affinity to the U.S., and governmental support of the industry. Nations in the Caribbean have been relatively insulated from the impact of automation due to its primary capacity as a voice-centric destination, with the channel representing over 85% of BPO volume compared to non-voice processes. So how accurate are Moreno's statements and what level of automation adoption has occurred in the region since his predictions? Read the full article.