Why Nearshore Outsourcing is the Future of Customer Service

Welcome to the first installment in our exciting new blog series all about nearshore outsourcing!

So, buckle up and get ready to become a nearshore outsourcing aficionado. Let’s dive into why Jamaica is quickly becoming the go-to destination for nearshore outsourcing.

As businesses continually strive to enhance customer service, reduce operational costs, and stay ahead of the curve, nearshore outsourcing continues to emerge as a powerful strategy. This series will walk you through everything you need to know, from the rising importance of nearshore locations like Jamaica to how companies like Arise are innovating in this space.

The Future of Service Starts in Jamaica

Customer service is no longer just a department; it’s a philosophy that can make or break your business. With the increasing demand for exceptional service while at the same time balancing cost, North American and European companies are constantly exploring different outsourcing options. One such emerging trend is nearshore outsourcing in Jamaica.

The Rise of the Nearshore Model

Nearshore outsourcing is essentially a middle ground between onshore and offshore options. It offers the cost-effectiveness of offshore outsourcing while maintaining closer geographical and cultural alignment with the company’s home country. In essence, it’s the best of both worlds.

The Unique Advantages of Jamaican Outsourcing

Exceptional Talent Pool: Jamaica is home to educated, English-speaking agents with skills that span multiple sectors such as retail, healthcare, finance and travel & hospitality. Moreover, the workforce is known for its friendliness and customer-oriented attitude, enhancing your brand’s customer experience.

Language and Culture: When it comes to providing exceptional customer service, understanding the cultural nuances can make a huge difference. As the third-largest English-speaking country in the western hemisphere, Jamaica offers a high level of English proficiency. The cultural affinity with the U.S. market also makes it easier for agents to connect with customers.

In-depth Industry Experience: Jamaican agents possess vertical experience across multiple sectors, ensuring they can seamlessly integrate into your existing customer service strategy.

Lower Costs Without Compromising Quality: Outsourcing to a nearshore location like Jamaica can result in up to 60% cost savings compared to onshore solutions. These cost reductions come without compromising the quality of customer interactions, offering a win-win situation for businesses.

Operational Efficiency, Enhanced Flexibility and Responsiveness: The flexibility in scheduling and responsiveness of nearshore centers is unparalleled. With gig-economy models like Arise’s, you can flex capacity up to 200% intraday, ensuring you’re always ready to meet customer demands.

Addressing Common Concerns

While nearshore outsourcing offers several benefits, there are some potential drawbacks, like security concerns. However, companies like Arise have mitigated these issues by focusing on stringent security measures, making Jamaica a reliable choice for outsourcing.


Nearshore outsourcing is an invaluable asset for any business looking to provide exceptional customer service while optimizing operational efficiency.

Nearshore outsourcing in Jamaica offers a plethora of advantages for companies looking to improve their customer service while being cost-effective. It’s not just a trend; it’s a long-term strategy for business success.

Blog Sources:

[1] Cohen, Tyler, Bill Gates Is Really Worried About the Coronavirus. Here’s Why., Bloomberg.com, March 3, 2020.

[2] Jiwa, Nick, Market Size: Just How Big Is the Call Center Industry?,CustomerServ.com, October 25, 2017.

[3] Mazareanu, E., Largest U.S. call centers by number of employees 2018, Statista, October 16, 2019.

[4] Raja, Jeyapal Dinesh and Bhasin, Sanjiv Kumar, Health Issues Amongst Call Center Employees, An Emerging Occupational Group in India, Indian Journal of Community Medicine, July-September, 2014.

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