Call center & BPO outsourcing from Kingston, Jamaica
KCG BPO is an owner-led contact center in New Kingston. English-speaking agents on North American hours, five ways to buy, and programs live in weeks.
- Owner-led since 2011
- New Kingston, Jamaica
- UTC−5, all year
Five ways to buy
Every engagement is quoted to your volumes, hours and channels. Pick the model that fits how your demand behaves.
| Model | You pay for | Best when | Includes | Quote |
|---|---|---|---|---|
| Per agent seat | A fixed rate for each dedicated agent seat | Volumes are steady and agents need deep knowledge of your products | Full-time or part-time seats, account training, QA scorecards, monthly reporting | Quote this |
| Per minute | Talk time on your calls, invoiced monthly | Volumes are seasonal or unpredictable, or you need overflow and after-hours cover | A shared trained team, real-time call tracking, no minimum commitment | Quote this |
| Managed service | One monthly fee for the whole operation | You want one partner accountable for results across voice, email and chat | Workforce planning, training, QA, analytics and a dedicated account manager | Quote this |
| Project-based | A scope, timeline and deliverables agreed upfront | Launches, holiday peaks, surveys and one-off campaigns | A project team trained on your scripts, quality monitoring, a wrap-up report | Quote this |
| Commission-based sales | Results against agreed targets | You want to pay for results rather than hours | Sales-trained agents, scripts, lead follow-up, campaign reporting | Quote this |
Where we specialise
- Healthcare
- E-commerce & retail
- Tech support & SaaS
- Sales & lead generation
Also serving financial services, telecommunications, and travel & hospitality.
Owner-led since 2011
KCG BPO has run contact center programs from the New Kingston area of Kingston, Jamaica since 2011. Clients deal directly with the owners, not layers of account management.
Our agents handle voice, email, chat and social media for companies in the United States, Canada, the United Kingdom and the Caribbean, with specialist experience in healthcare, e-commerce, tech support and sales.
- Live agentsEvery hour, every day of the year
- US business hours9am Eastern to 5pm Pacific: 9am to 8pm in Kingston
- US evenings and nights8pm to 9am in Kingston, still answered live
- 24/7 operations
- Round-the-clock coverage means your customers always reach a live, trained agent, whatever their time zone or time of day.
- Cloud contact center
- A cloud-based platform that scales with your volumes, supports remote agents, with AI-assisted tools that help agents resolve issues faster.
- Workforce management
- Scheduling, forecasting and real-time adherence tools that keep service levels on target.
- Training & QA
- Onboarding, ongoing coaching, call monitoring and quality assurance, including de-escalation and tone-of-voice training for your brand.
- Reporting
- Weekly performance reports and monthly review meetings against the service levels agreed with you.
- Your tools
- Agents work in your CRM and ticketing systems, including Salesforce, HubSpot and Zendesk.
How onboarding works
Most programs go live in 2–4 weeks, depending on complexity.
Discovery
We learn about your customers, channels, volumes, service levels and how success will be measured.
Program design and recruitment
We agree the engagement model, set up workflows, and recruit agents matched to your program.
Training and integration
Agents are trained on your products, tone of voice and systems, and we connect and test our platform with your tools.
Go-live and ongoing QA
We launch, monitor quality and report performance so the program keeps improving.
Nearshore, not offshore
- Language
- English is Jamaica's official language, and the workforce is culturally aligned with North American customers.
- Time zone
- UTC−5 year-round: the same as US Eastern time in winter and US Central time in summer.
- Distance
- Kingston is about two hours by air from Miami, so client visits and training trips are simple to arrange.
Work at KCG BPO
We're always looking for talented, customer-focused professionals to join the KCG BPO family in Kingston. You'll get thorough training, a supportive team and room to grow.
- Competitive pay with performance bonuses
- Thorough onboarding and ongoing skill development
- Medical and dental coverage for you and your family
- Career advancement in a supportive team
Email your CV to careers@kcgbpo.com and tell us which role you're applying for.
| Customer Service Representative | Kingston, JM / Remote |
|---|---|
| Training Coordinator | Kingston, JM |
| Quality Assurance Analyst | Kingston, JM / Remote |
| Team Lead, Call Center Operations | Kingston, JM |
| Workforce Management Analyst | Kingston, JM |
Frequently asked questions
Why should I outsource to Jamaica?
Jamaica offers an English-speaking workforce that is culturally aligned with North America, a time zone that overlaps the full US business day, competitive costs and an established outsourcing industry. Jamaica is on UTC−5 all year (it does not observe daylight saving time), so it matches US Eastern time in winter and US Central time in summer. Read our guide to outsourcing in Jamaica.
Where is KCG BPO based?
Founded in 2011, KCG BPO operates from the New Kingston area of Kingston, the capital of Jamaica, and serves clients in North America and beyond. Some roles on our team are remote within Jamaica.
What industries do you serve?
KCG BPO serves clients across healthcare, e-commerce, technology, financial services, telecommunications, travel and more. Our agents are trained on industry-specific requirements and compliance standards.
How quickly can you onboard our account?
Typical onboarding takes 2–4 weeks depending on complexity. This includes account setup, agent recruitment and training, technology integration and quality assurance testing. We work closely with your team to ensure a smooth transition.
What pricing models do you offer?
We offer five pricing models: per agent seat, per minute, monthly managed service contracts, project-based outsourcing and commission-based sales campaigns. Each is quoted to your volumes, hours and channels.
How do you ensure quality and data security?
We run QA programs that include call monitoring, agent scorecards and regular performance reviews. Our cloud contact center infrastructure uses encrypted communications and access controls, and we follow the data protection requirements agreed in each client contract.
Do you offer 24/7 support?
Yes. KCG BPO runs 24/7 call center operations with multiple shift patterns, so your customers can always reach a live, trained agent. Workforce management tools help us keep service levels steady around the clock.
Talk to KCG BPO
Send the details and leadership will reply, or call us now.
- US toll-free
- 833.286.6KCG
- Jamaica
- 876.727.8735
- info@kcgbpo.com
- Office
- 8 Lady Musgrave Road, Kingston, Jamaica
Mon–Fri, 9am–5pm Jamaica time