itel

itel is a business process outsourcing company that runs customer service and contact centre programmes for other firms. It describes itself as a customer experience company rather than a plain call-handling provider. Its teams work from Caribbean and Latin American locations, from onshore sites and from home.

What itel does

• Customer experience outsourcing: voice and digital support delivered by nearshore, onshore and work-at-home agents.
• Data and insight: a proprietary platform called itelligence that reports on contact centre activity in real time.
• AI-assisted service: custom AI tools alongside quality assurance and coaching for agents.
• Training: certified trainers who run a continuing cycle of learning for staff.
• Specialist support: work such as virtual nursing and technical support for healthcare software users.

Customers and markets

Clients include hospitality, banking, retail and healthcare organisations, several based in the United States. The company says its flexible model lets them scale programmes up or change direction quickly.

Key facts

• Operating model: nearshore, onshore and remote agents
• Platform: itelligence
• Regions: Caribbean and Latin America