ibex recognized for leadership excellence in Central America and the Caribbean in the contact center outsourcing services industry
WASHINGTON–(BUSINESS WIRE)–ibex, a leading contact center services provider, received the Growth Excellence Leadership Award in Central America and the Caribbean from Frost & Sullivan at its recent Excellence in Best Practices award banquet in San Diego, CA. Frost & Sullivan Best Practices awards recognize companies throughout a range of regional and global markets for superior leadership.
“Receiving this award is a great accomplishment for us, as it represents a prestigious third-party validation of our success in Jamaica and Nicaragua,” said Bob Dechant, ibex CEO. “It recognizes our recent expansion in both countries and, in particular, rewards our dramatic client growth in Jamaica.”
“I promised Jamaica’s Prime Minister Holness, when he attended the opening of our Portmore location in late 2016, that we would grow to 5,000 jobs in Jamaica by 2020. We are well on our way to that number,” continued Dechant.
Frost & Sullivan’s global team of analysts and consultants continuously research a wide range of markets across multiple sectors and geographies. They identify companies that maintain consistently high standards for delivering customer value, which translates into growth above the industry average.
The award cites ibex’s non-existent nearshore presence in 2015 and the company’s rapid expansion within two years in both Latin America and the Caribbean. Since December of 2015, ibex grew to over 700 employees in just over six months at its current Portmore location and is currently nearing over 1,500 employees. The company has also built a brand-new center in Kingston (ibex Waterfront) with 1,000 seats, which is the home of ibex’s Caribbean headquarters.
“In 2016, ibex was the fastest-growing company within the contact center outsourcing space in the Central America and Caribbean region,” said Juan Gonzalez, research director at Frost & Sullivan. “The company exhibited an outstanding 150% growth in revenue, which places it far above its closest competitors.”
The success of ibex in both Jamaica and Nicaragua is due to many factors, including existing client growth and the company’s acquisition of new brands. Additionally, the award recognizes that ibex is growing in countries that do not have an oversaturation of contact center service companies and that have not experienced explosive growth. This allows for more access to resources and a larger employment pool. Excellence in customer service and a deep focus on employee engagement were also named as reasons for ibex’s nearshore success.
The award also acknowledged the addition of ibex AcquireTM, an advanced digital marketing solution for high-volume customer targeting and acquisition, as a significant industry benchmark. Acquire is comprised of predictive and adaptive lead generation technologies designed to target high value leads online, through search and social media channels. The tool automates the ad bidding and placement processes, resulting in lower cost per acquisition and increased customer click and conversion rates. Once customers click on an ad, they are directed to a trained ibex agent that is knowledgeable about the specific product in question. This is a major competitive differentiator for any Business Process Outsourcer (BPO), as brands are increasingly seeking partners who can help with the end-to-end customer value chain.
ibex is a leading end-to-end provider of technology-enabled Customer Lifecycle Experience (CLX) solutions, helping leading brands acquire, manage, and grow high-value customer relationships. Headquartered in Washington, D.C., ibex employs more than 17,000 employees in seven countries across 26 sites. In 2017, ibex managed over 50 million customer interactions across 45 countries in over 25 languages. CLX is the customer lifecycle, evolved.