Carisbrook Business Support Services Limited

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Carisbrook Business Support Services Limited

• Full Service Near Shore Contact Center trading as
• CONTAXX JAMAICA

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INTRODUCTION

• Contaxx Jamaica was established as a full service
  contact centre with the intention of taking full
  advantage of the growing global demand for Near
  Shore BPO outsourcing

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INTRODUCTION (CONTD)

• OBJECTIVE
• To offer progressively higher levels of service
  to top tier clients through a sustained programme
  of continuous improvement

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Why Jamaica? ICT is a strategic priority
2004
2002
2007
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LINKED

• Highly reliable telecom infrastructure and world
  class accommodations
• The Fibralink submarine cable network provides
  enhanced delivery of business and broadband
  traffic
• Linked to the Americas Region Caribbean Ring
  System (ARCOS-1) submarine cable in the Dominican
  Republic the link to ARCOS-1 provides seamless
  connectivity to US, parts of the Caribbean,
  Central America, and South America

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Multinationals in Jamaica
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Multinationals in Jamaica, contd.
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Level of ICT sector development
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Large Players Call Centres BPO
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Profile E-Services Group International

• largest employer in the Jamaican information
  technology sector
• processes over 30 million transactions annually,
  has invested approximately US5.3 million in
  expansion projects in the past two years and
  ended 2006 with a staff complement of 2,600

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Profile E-Services Group International
(Continued)

• provides customer care for health, life and
  pharmacy insurance companies, inbound member
  services and data entry/back office processing
• operations are spread across 120,000 square feet
  in three buildings at the Montego Bay Free Zone,
  60,000 square feet at Naggo Head, St. Catherine,
  and 17,500 square feet in St. Lucia

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Incentives for ICT Investors

• Income Tax exemption on profits in perpetuity

• Import duty exemption on capital equipment

• Employee training benefits from HEART Academies

• No restriction on repatriation of foreign
  exchange

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Tertiary Education

• 40, 623 students were enrolled in the terminal
  grade in secondary school in 2006 (as an index of
  students who graduate secondary school)
• 14, 806 students graduated with a degree from a
  tertiary institution in 2006

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Tertiary Education (Continued)

• The trained labour force in Jamaica continues to
  increase each year
• Major tertiary institutions in Jamaica
• University of the West Indies (UWI)
• University of Technology (UTech)
• Northern Caribbean University (NCU)

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Tertiary Education (Continued)

• University College of The Caribbean (UCC)
• Caribbean Institute of Technology (CIT)

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HEART TRUST/NTA

• Training is provided both in the workplace
  (Enterprise-Based), as well as through their 28
  formal technical vocational and education
  training (TVET) institutions and over 120 TVET
  special programmes (Institution Based). 

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HEART TRUST/NTA (Contd)

• Annual certification is now above 60,000
• The HEART Trust/NTA is one of the leading
  trainers in Information and Communications
  Technology (ICT), investing heavily in building
  and outfitting labs at the Vocational Training
  Development Institute, its Academies, Vocational
  Training Centers and Institutes

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Contaxx Strategic Approach

• To develop mutually beneficial business
  relationships through individual contracts,
  strategic alliances and joint venture business
  partnerships
• We will move beyond existing best practices
  towards the establishment of new benchmarks in
  global service offerings

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Contaxx Business Vision

• To revolutionize the outsourcing industry within
  the region by setting new benchmarks through a
  value innovative approach to service

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Contaxx Business Mission

• We will exceed our clients expectations by
  providing world class customer service through
  the use of appropriate technology while remaining
  committed to the continuous improvement of a
  nurturing and supportive work environment by
  means of an excellent employee benefits programme
  

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Client Satisfaction Through Value Innovation.

• It is not bleeding-edge technology that separates
  winners from losers, in our industry but value
  innovation.
• Value innovation occurs only when companies align
  innovation with utility, price, and cost
  positions.
• We intend to anchor innovation with value in
  order to exceed our clients service
  expectations.

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Value Innovation Contd.
Value Innovation The Cornerstone of our strategy
cost
Value Innovation
Client value
Simultaneously pursuing value and low cost
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Human Resource

• We have already recruited 250 persons who have
  been trained in a host of generic skill
  competencies through Jamaicas national resource
  management institute HEART.
• From this group we have identified the first set
  of CSRs, QA specialists and Supervisors.

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Hiring Criteria

• Our HR strategy is to select the most qualified
  personnel This will give us a competitive
  advantage in the market.

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Hiring Criteria (Contd)

• All Managers must have a graduate degree along
  with relevant experience.
• All supervisors will have a first degree
• All team leads must have prior call center
  experience

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Hiring Criteria (Contd)

• All CSRs irrespective of their experience have
  been required to undergo generic customer service
  and call center training with Jamaicas National
  Training Institute

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Marketing Strategies

• Our marketing strategies are closely aligned to
  those of Jamaica Trade and Invest, the government
  agency that promotes trade and investment in
  Jamaica. These include

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Marketing Strategies

• Increased focus on doing business with the EU
  especially in terms of the export of services.
  An example of this is its planned participation
  in the Call Centre and Customer Management Expo
  to be held in Birmingham 16-17 September 2008 and
  its encouragement to call centres to do likewise

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Marketing Strategies

• New focus on the EU in light of the EPA and the
  possibility of higher rates of return within the
  context of the imperative to diversify our export
  markets as a result of the downturn in the US
  economy and the relative strengths of EU currency
  and the EU markets

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Marketing Strategies

• In light of the above, we recognize the
  importance of working collectively as a region in
  order to give meaning to the CARIFORUM-EU EPAs
  objective to create wealth and jobs through trade

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Challenges

• Finding funding at attractive rates as many
  financial institutions are unable and/or
  unwilling to quantify the export of services
  which they regard as risky business
• Finding appropriate real estate in which to house
  businesses

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Challenges

• For some in the EU the Caribbean may not be
  regarded as Near Shore given the geographical
  distance
• The newness of the relationship with the EU in
  terms of this type of business as opposed to
  North America means that there will have to be a
  period of adjustment

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Conclusion (Why Jamaica?)

• Adequate Technology
• Government Assistance
• HEART (Training)
• Management
• Commitment