Customer Support Outsourcing, Nearshore in Jamaica
Dedicated agents who learn your product, speak fluent English, and work your hours. Inbound voice support with the quality program built in, at 30 to 45% below US staffing cost.
Dedicated Agents, Not a Shared Queue
Most outsourced support fails for one reason: the agents are shared across a dozen clients and nobody owns your customer's problem. RC Business Solutions staffs dedicated teams. Your agents work only your queue, train only on your product, and report to a team lead whose metrics are your metrics.
Every engagement starts with a week of onboarding before an agent takes a single call, followed by client-specific training built around your product, tone and customer profile. From then on, every agent gets at least one hour of individual coaching every week, and your team joins ours for weekly calibration so the brand voice never drifts.
Jamaica keeps one time zone all year with no daylight saving, so our teams run on US Eastern time in winter and US Central time in summer, never more than one hour from the East Coast. Need overnight or weekend coverage? Our Kingston center runs 24/7.
Scope of the Service
- Inbound voice support, Tier 1 and Tier 2
- Order status, billing and account questions
- Technical troubleshooting from your knowledge base
- Escalation paths you define
- 24/7, extended-hours or business-hours coverage
- Weekly calibration and call reviews
- Daily performance dashboards (Growth and above)
- Dedicated account manager (Growth and above)
Where This Fits Best
Support teams of 5 to 50
Big enough that in-house hiring and attrition hurt, small enough that the global vendors will not give you a dedicated team.
Companies leaving an offshore vendor
You cut cost but customers noticed the accent and the time lag. Nearshore fixes both without giving the savings back.
Seasonal and fast-growing brands
Ramp a trained team in weeks, flex it up for peak season and back down after, without a layoff cycle.
From First Call to Go-Live
Discovery and scope
We map your volumes, channels, hours and systems, then size the team and quote it in writing.
Recruit and train
We hire to your profile, run onboarding week and your product training, and certify agents before go-live.
Go-live and calibrate
A soft launch with heavy monitoring, then weekly calibration and daily dashboards once the team is running.
Customer Support Outsourcing FAQ
How much does outsourced customer support cost?
It depends on hours, channels and complexity, so we quote each program in writing after a discovery call. Published 2026 benchmarks put US outsourced agents at roughly $28 to $42 per hour and fully loaded in-house agents at $28 to $38, against $10 to $18 for Jamaica. That is where our 30 to 45% figure comes from, and it is deliberately conservative.
Will the agents be dedicated to my company?
Yes. Every RC Business Solutions team is dedicated. Agents work only your queue and train only on your product.
What hours can you cover?
Business hours, extended hours or 24/7. Jamaica keeps one time zone all year with no daylight saving, so our teams run on US Eastern time in winter and US Central time in summer, never more than one hour from the East Coast.
How fast can a team be live?
Most programs of 5 to 15 agents are live within four to six weeks of signing, including recruiting, onboarding week and client-specific training.
Do you use your own phone system or ours?
Either. We work inside your CRM, ticketing and telephony if you have them, or we can provide the stack.
Related Services & Guides
Live Chat & Email Support • Sales & Upselling • Back-Office Processing • HIPAA-Compliant Healthcare BPO • Quality Assurance
Read: What It Costs to Outsource Customer Service in 2026 • 5 Signs It's Time to Outsource Your Customer Support
Industries: Healthcare • E-commerce & Retail • SaaS & Technology • Financial Services
Ready to Cut Your Support Costs Without Cutting Quality?
Tell us about your operation. We will show you a seat-by-seat cost comparison and what a 60-day transition looks like.