Jamaican call centre lands US$20m deal

(Jamaica Observer) FullGram International, a Kingston-based call centre, has secured a US$20 million (J$2.2 billion) contract with US-based Education Source.

The contract, which runs for five years, will see FullGram become the global auditing site for the US-based company, which offers students information on higher education opportunities. The deal will also result in the local call centre doubling its workforce to 800.

FullGram will monitor and grade the calls taken by the over 3,000 Education Source agents in existing call centres in US, Belize, Philippines and Dominican Republic, explained president and CEO Karl Graham in an Observer interview.

“We audit for quality assurance for the work done in those countries,” he said in an Observer phone interview on Monday.

Some 400 persons will be employed over the next three months, Graham told the Observer which will add to the current workforce of 400.

“It’s a big thing for Jamaica. It’s a contract that every other country would like to have,” Graham explained.

FullGram started in 2010 with 40 employees. It currently operates two premises in New Kingston spanning 30,000 square feet.

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