Workers at the itel CX call centre in Guyana, which officially closed on November 30, 2024, have received their promised severance pay, according to multiple sources.
The Jamaica-based company announced its decision to cease operations in Guyana earlier this year, just over three years after establishing its call centre in the country. The closure affected more than 400 workers.
In an internal message to staff, the company explained that the decision was the result of extensive analysis and discussions. Despite significant investments, itel’s management said its Guyana operations were no longer sustainable. The rising costs of doing business, including challenges in finding and retaining qualified candidates, were cited as key factors.
The company noted that these difficulties hindered its ability to attract and retain Fortune 500 clients, a crucial component for maintaining its business. Despite efforts to reduce costs and engage the workforce, the challenges proved insurmountable. The closure came as the government invests heavily in expanding the Business Process Outsourcing sector. More than $2 billion has been spent on call centre infrastructure in regions such as Region Two, Region Five, and Linden. President Irfaan Ali’s administration aims to create 15,000 jobs in the sector by 2025, supported by fiscal incentives and ICT training programmes.
Meanwhile, itel continues to grow in its home base of Jamaica. In an August release, the company announced expansions into the logistics and retail sectors, increasing its workforce and focusing on emerging markets despite global challenges in the customer experience industry.