iQor chose Trinidad and Tobago to set up their Business Process Outsourcing operations in order to satisfy demands from clients for nearshoring solutions. Now with 3 contact centres at various locations in the country, iQor has grown from 60 seats to over 2000 seats with room for further expansion.
Why iQor choseTrinidad and Tobago
In 2015, iQor needed to facilitate the expansion requirements of one of their existing clients (a well-known telecoms brand) by adding a new contact centre to their existing global fleet. Their strategy was to do this from a suitable near shore location. The company also sought a competitive labour cost and labour law environment which would allow them to implement a performance-based employee management system. They were given a deadline for start-up of new operations by September 2015.
Achievements
Expansion of service
iQor now has 18 lines of business at 3 centres in Trinidad
US$4 million investment
Investment in its 3rd contact centre
Over 2800
Jobs created
3 contact centres
Tamana InTech Park, Barataria and Chaguanas
About iQor
iQor is a Florida based global business outsourcing company with 40,000 employees internationally. They are the world’s largest product support services company with a network that spans 66 countries, 5 continents, 22 time zones and 4.5 billion people. iQor Trinidad was established in September 2015 to offer business process outsourcing services. They currently operate three inbound contact centres at Tamana InTech Park, Barataria and Chaguanas.
The role of legacy investment promotion agency, InvesTT
InvesTT’s role went far beyond iQor’s decision to locate at Tamana InTech Park. Once the lease was signed, the company had little under two months to become operational if they were to satisfy the requirements of their client. The agency continued to provide the support iQor needed as a newcomer to T&T, all the way beyond the opening of its doors to meet their September 2015 deadline.
Public relations campaign – They needed to let people know who they were and that they were opening their doors in Trinidad. The agency arranged an aggressive roll-out with local media that included a press conference and TV/radio interviews.
Recruitment – iQor had just about 6 weeks to onboard at least 60 staff by September. The recruitment process included advertising, applications, shortlisting, interviews, orientation and endless backend preparations. The agency worked with iQor’s recruitment team to host a series of job fairs with the assistance of the National Training Agency’s On the Job Training (OJT) Programme. Through these fairs the company was able to satisfy its recruitment targets within the set deadline.
Regulatory processes – the Investment Facilitation team continues to work with iQor to navigate the regulatory processes associated with securing of work permits, shipping of operational equipment, and other required licenses.
Successful Start
In July 2015, iQor signed its first lease for 14,000 square feet of space on the 2nd floor of the Flagship Building, Tamana InTech Park. On September 8th 2015, iQor opened its first contact centre in the Caribbean in T&T.
Why Trinidad and Tobago?
- InvesTT provided service at first world standard
- Lowest energy costs regionally
- T&T - the Information Technology capital of the Caribbean
- Ideal location below the hurricane belt
InvesTT continues to provide support and guidance to iQor especially in facilitating relationships with other stakeholders, their service has certainly met our expectations
Excellent Service
Based on the request from their client for a nearshore location, iQor’s executives surveyed the Latin American and Caribbean region and reached out to several IPAs including InvesTT. After multiple site visits facilitated free of charge by InvesTT, they concluded that Trinidad and Tobago was their best option.
The service they received from InvesTT was at first world standard, which they appreciated. The agency was thorough in its responses to requests for information relevant to iQor’s investment and once iQor decided to locate in Trinidad, the IPA made the process of establishing the business as easy as possible.
Rapid Expansion
Based on the request from their client for a nearshore location, iQor’s executives surveyed the Latin American and Caribbean region and reached out to several IPAs including InvesTT. After multiple site visits facilitated free of charge by InvesTT, they concluded that Trinidad and Tobago was their best option.
The service they received from InvesTT was at first world standard, which they appreciated. The agency was thorough in its responses to requests for information relevant to iQor’s investment and once iQor decided to locate in Trinidad, the IPA made the process of establishing the business as easy as possible.
My experience since 2015 has offered me the opportunity to grow from a Supervisor to an Operations Manager within a short time frame, which has promoted job satisfaction. iQor for me is basically a home away from home as they have gone the extra mile to provide comfort and amenities.