Why outsource to Jamaica?
Jamaica is a nearshore outsourcing destination for North American companies. English is the official language, the island is on UTC−5 all year, and Kingston is about two hours by air from Miami. KCG BPO operates from Kingston, Jamaica's capital.
The short answer
Companies outsource customer service to Jamaica for five main reasons:
- Language: English is Jamaica's official language.
- Time zone: Jamaica is on UTC−5 all year, so agents work during the North American business day.
- Proximity: Kingston is a short, direct flight from several US cities.
- Experience: Jamaica has an established outsourcing industry that employs tens of thousands of people.
- Cost: operating costs are lower than onshore US or Canadian contact centers.
English-speaking, culturally aligned agents
English is the language of education, government and business in Jamaica. Agents share many cultural references with North American customers, which makes conversations natural and helps with rapport, de-escalation and sales.
A time zone that matches the US business day
Jamaica is on UTC−5 and does not observe daylight saving time. That means:
- November to March: Jamaica matches US Eastern time.
- March to November: Jamaica is one hour behind US Eastern time, the same as US Central time.
Either way, a Jamaican day shift covers normal US business hours, and supervisors and client teams can talk in real time without overnight handoffs.
Close to North America
Nonstop flights from Kingston take about 2 hours to Miami, about 4 hours to New York and about 4½ hours to Toronto, so client visits, training trips and quarterly reviews are simple to arrange.
How Jamaica compares with other outsourcing locations
| Factor | Jamaica (nearshore) | Philippines | India | Onshore US |
|---|---|---|---|---|
| Time difference from US Eastern | 0 to 1 hour behind | 12 to 13 hours ahead | 9.5 to 10.5 hours ahead | 0 to 3 hours |
| Language | English is the official language | English widely used in business | English widely used in business | English |
| Travel from the US East Coast | Short direct flights (about 2 hours from Miami) | Long-haul, typically 15+ hours | Long-haul, typically 14+ hours | Domestic |
| Relative cost | Lower than onshore | Lowest | Lowest | Highest |
| Live US-hours coverage | Day shifts | Night shifts | Night shifts | Day shifts |
Offshore locations in Asia usually have the lowest labor costs. Jamaica's advantage is that agents work in daylight hours that match your customers' and your own teams', and are a short flight away. Many companies find this easier to manage and better for service quality.
An established outsourcing industry
Business process outsourcing is one of Jamaica's major employers, with tens of thousands of people working in contact centers and related services for international brands. The industry is represented by the Global Services Association of Jamaica (GSAJ) and promoted to investors by JAMPRO. Government support includes Jamaica's Special Economic Zone regime, administered by the Jamaica Special Economic Zone Authority, which offers incentives to qualifying outsourcing operators.
Why KCG BPO in Kingston
KCG BPO operates from Kingston, Jamaica's capital and largest city, with access to a large pool of university- and college-educated talent. See all our services and pricing models. We offer five engagement models, from dedicated per-seat agents and per-minute pricing to fully managed services, project-based work and commission-based sales campaigns.
Sources and further reading
- Global Services Association of Jamaica (GSAJ): the industry association for Jamaica's outsourcing and global services sector
- JAMPRO: Do Business Jamaica: Jamaica's investment promotion agency, with sector and incentive information
- Jamaica Special Economic Zone Authority: the regulator of Special Economic Zones, including incentives for outsourcing operators
- Time zone in Kingston, Jamaica (timeanddate.com): confirms UTC−5 with no daylight saving time
- Nonstop flights from Kingston (flightsfrom.com): published schedules behind the approximate flight times
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Outsourcing to Jamaica: FAQs
Is Jamaica a good place to outsource customer service?
Yes, for companies serving North American customers. Jamaica combines an English-speaking workforce, a time zone that overlaps the US business day, short travel times from the US and an established outsourcing industry, at costs below onshore US and Canadian operations.
What time zone is Jamaica in?
Jamaica is on Eastern Standard Time (UTC−5) all year and does not observe daylight saving time. From early November to mid-March it matches US Eastern time; from mid-March to early November it is one hour behind US Eastern and matches US Central time.
Do Jamaican call center agents speak English?
Yes. English is the official language of Jamaica and the language of education, government and business, so agents communicate naturally with North American and UK customers.
Is outsourcing to Jamaica cheaper than in the US?
Generally yes. Operating costs in Jamaica are typically lower than onshore US or Canadian contact centers. Jamaica usually costs more than offshore locations in Asia, but offers closer time-zone alignment and easier travel for North American clients.
How far is Jamaica from the United States?
Kingston is about a two-hour flight from Miami and has direct flights to several US cities, which makes client visits, training trips and audits straightforward to arrange.
Thinking about outsourcing to Jamaica?
Tell us about your program and we'll show you how a Kingston-based team would work for you.