Jamaica

CX/BPO leaders in Jamaica are very confident in their ability to recruit for customer care roles, and report high confidence in finding entry-level agents, team leaders, and technical support staff. This is backed by high confidence in the general availability of graduates and a robust labor pool for both voice and non-voice services. This optimism contrasts with respondents showing low confidence in finding executives and staff for content moderation, and for languages outside of English.

Respondents show very high confidence in Jamaica's national industry association’s alignment with their needs, viewing it as a key pillar of support. This positive view is backed by high confidence in the government's willingness to engage in open dialogue and not interfere with operations. While the industry's partnership with the government is strong, operator confidence dips to moderate levels regarding the tangible outcomes of that partnership, specifically on the effectiveness of fiscal incentives and general support for businesses.

Jamaica's infrastructure is seen as a category of strong contrasts. CX/BPO leaders report very high confidence in tourism-related services like international airports and hotels, as well as high confidence in digital utilities like mobile coverage and internet. However, this is balanced by notable areas of low confidence, specifically in the quality of public transportation and healthcare. The reliability of the electricity grid is also a point of moderate concern, preventing the category from being a uniform strength. It's important to note that these ratings were calculated before the events of Hurricane Melissa, which impacted much of the country's infrastructure in October 2025.

Operators view the commercial property landscape in Jamaica as a stable and reliable part of the business environment. The availability of office space and leasing options are viewed as high-confidence items, followed by moderate confidence across nearly all other aspects of the property market, including the availability and cost of purchasing options, co-working, and plug-and-play facilities. It's important to note that these ratings were calculated before the events of Hurricane Melissa, which impacted many of the country's buildings in October 2025.

CX/BPO leaders in Jamaica show very high confidence in the safety of visiting business travelers and that transitions of power will be peaceful. This is supported by high confidence in law enforcement's responsiveness. The trustworthiness of the police and the safety of the local commute are viewed with more moderate confidence, but this remains a category of significant strength for Jamaica.

Jamaica's respondents have high confidence in the fairness of the country's electoral process, balanced by a more moderate outlook on most other areas of governance, including the management of public finances and the perceived integrity of the civil service and judiciary. The one notable outlier is low confidence that law enforcement is free from corruption. Overall, this category appears to be a source of moderate stability for operators, though trust in law enforcement is a clear area for improvement.

Operators in Jamaica report high confidence in the country's overall economic stability. This is balanced by more moderate confidence in the manageability of inflation and the stability of tax rates. The primary area of concern is that the local currency will remain stable, which operator comments reflect as a source of fluctuation and uncertainty.