Industry

Jamaica's BPO Industry in 2026: Facts and Figures

By the RC Business Solutions team · October 5, 2026

Buyers evaluating Jamaica want numbers, not adjectives. Here is the sector as of 2026, with the sources we rely on. Figures move, so treat them as a snapshot.

Size of the sector

• Workforce: roughly 40,000 to 50,000 people. The government reported about 50,000 as of March 2026; the Global Services Association of Jamaica puts it nearer 40,000. Both are down from a peak above 60,000 two years earlier, attributed to reshoring, automation, the 2025 hurricane and operating costs.
• Companies: about 70, down from more than 90.
• Revenue: local spending by the sector was about US$780 million in the fiscal year to March 2026, down from roughly US$1 billion.

Who operates here

Global operators with large Jamaican footprints include ibex, itel, Sutherland, Conduent, Concentrix, Teleperformance, HGS and Alorica, alongside dozens of mid-sized and local providers such as RC Business Solutions. The industry association is the Global Services Association of Jamaica (GSAJ), founded in 2012 with around 70 members.

Where the industry is

Montego Bay's free zone, established in 1985, is the traditional hub. Kingston, including New Kingston and the Portmore technology park, has grown fastest. Mandeville in Manchester parish hosts several centers including one of the largest single sites on the island, and newer developments are reaching the south coast in St. Elizabeth.

Why companies come

• Language: English is the official language; agents are native speakers.
• Time zone: UTC-5 year-round with no daylight saving, so Eastern in winter and Central in summer.
• Cost: published benchmarks of $10 to $18 per agent hour versus $28 to $42 for US outsourcing.
• Incentives: the Special Economic Zone regime offers reduced corporate tax and duty relief for qualifying operators.
• Training pipeline: HEART/NSTA Trust runs BPO-targeted programs and has enrolled well over 100,000 students since removing fees in 2023.

The risks

Hurricane season runs June to November. The 2025 hurricane damaged a large share of BPO facilities, and the sector recovered to most of its capacity within about a month. Buyers should ask every vendor for a continuity plan. Connectivity is strong, with roughly 83% internet penetration and two major carriers plus satellite options, but weather and occasional infrastructure vandalism are real.

For how RC Business Solutions plans around all of this, see Why Jamaica and our security and compliance page.

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