itel is an award-winning international customer experience partner with operations across the Caribbean, Latin America, and the U.S. itel's bilingual, end-to-end Inbound & Outbound, Voice and Non-Voice customer experience management solutions are carefully crafted to meet industry and business-specific needs, while our geo-diverse platform and flexible delivery models provide the agility needed to effectively manage CX in the new economy.
2012
Year of Foundation
Year of Foundation
>100k
Average Annual Budget in US dollars
Average Annual Budget in US dollars
+100 employees
Sectors
Innovation and Technology · Education
What have you accomplished so far and what are next steps?
Listed as one of the Top 100 Global Outsourcers by the IAOP, itel is the Caribbean’s leading BPO and CX provider, and recipient of over 15 industry awards, serving global brands across many different industries, from telecommunications to retail, financial services, travel, and insurance. With an average CSAT rating of 4.7 out of 5 stars, the company's aim is to expand its footprint even further, reaching 11K engaged employees by 2025.
How do you make sure you are doing things right?
We continuously monitor, train and coach our agents to ensure best results. Our AI-enhanced platform allows us to audit 100% of calls in real-time, permitting us to track agent performance, identify knowledge gaps, and coach towards improvements. While our data analytic tools allow us to measure and report KPIs & overall contact center performance.
What are the social and environmental commitments you adhere to?
We believe the best way to make an impact is at the community level. Through our 4Ys Foundation, a separately incorporated, private foundation entirely funded by the company, we provide opportunities for clients/partners/employees to give back in socially responsible ways, focusing on 4 key areas of Sports, Education, Innovation & the Environment.
How do the members of your organization identify?
We are an equal opportunity employer that benefits from a globally diverse workforce, with 15 facilities across 7 countries in the Caribbean, Latin America, and the U.S. Our employees come from diverse backgrounds, cultures, and ethnicities, with strong female representation at all levels of the organization - 70% of our workforce is female.
Additional information
Yoni Epstein is the CEO and Founding Chairman of itel, an international Customer Experience provider with over 15 industry awards and 15 facilities across the nearshore. He launched itel in 2012 with just 7 people. Ten years and 7 countries later, itel is 7,000 team members strong with a diverse regional footprint and a leading brand known for its evolution from a local success story to an international player. 