What makes a business process outsourcing (BPO) location truly successful, especially in nearshoring CX operations? Technology matters. Infrastructure matters. But according to Christopher Boucher, Director of Operations at Support Services Group (SSG) Jamaica, the real differentiator is people.
“Support Services Group is a BPO contact center that believes in people, and they nurture and foster great relationships,” Boucher explains.
That philosophy shapes everything about the Kingston operation. When organizations invest in their people through mentorship, development opportunities, and strong leadership, employees respond with commitment and a drive to grow. According to Boucher, that culture of growth drives the performance clients ultimately experience.
“This belief and this nurturing help to create very good employees and agents who desire growth, and who work very hard to make sure that they can accomplish that growth,” he says.
Location also plays a role in enabling that success. SSG’s Kingston center sits in the capital of Jamaica, providing access to a strong and educated workforce while remaining centrally located for employees commuting across the city.
From an operational standpoint, the site is designed for scalability. The Kingston facility currently offers 550 agent-ready seats, with 30% immediate availability, and the ability to add 600 additional seats quickly when needed. That flexibility allows SSG to respond rapidly when clients grow or new programs launch.
Infrastructure supports the operation, but results come from how SSG identifies and develops talent within its BPO contact center environment.
“What sets us apart is the personality of our people and our ability to place them in the right places,” he adds.
By focusing on strong leadership, mentorship, and role alignment, SSG ensures that agents, managers, and teams are positioned where they can perform at their best.
“We’ve been able to achieve great success by making sure that we have the right managers, right agents, and right mentors to build great relationships with our clients,” Boucher adds.
For organizations looking at nearshoring CX operations, Jamaica provides more than proximity. It offers talent, culture, and a workforce driven to succeed.
To learn more about Jamaica’s strategic advantage as a nearshore destination for customer experience operations, contact SSG today at https://supportservicesgroup.co/contact-sales/
