Quality Outsourcing, Uncompromised Service
In our latest ConnXus Platinum® Supplier Spotlight, we feature Jackie Sutherland, founder and owner of Contax360. With offices in Plantation, Florida, and Montego Bay, Jamaica, Contax360 provides BPO (business process outsourcing) for companies in the US, Canada, and the UK, with global capabilities for service. The company specializes in nearshore and onshore services for its clients, including sales, collection support, technical and helpdesk support, and customer service.
Jackie created Contax360 eleven years ago using her strong technology background. She started as a software developer before expanding her skills as a CIO (Chief Information Officer) and obtaining Project Management certifications. In the latter part of her technology career, she became Director of IT at Verizon and partnered with consultants to open an offshore facility. She learned the skills needed to develop customer facing applications and the unique complexities involved with being an offshore provider. With telecom experience and an entrepreneurial spirit inherited from her father, Jackie explored the growing BPO market and looked into providing customer service for IT.
Starting With Strategy
Contax360 began in a small home office with five agents and quickly grew to 900 employees in three and a half years. Jackie credits the team’s success to their service quality and attention to detail. As the company operates in a boutique style environment, agents can offer one-on-one support to both small and large scale clients, which helps the business operate as a true extension of the companies they service. A strong operations team with technical capabilities enabled Contax360 to set up an infrastructure that seamlessly blends into many different platforms, making it easy to integrate with clients’ everyday business.
The choice to host BPO in Jamaica also sets Contax360 apart. Agents operate from Montego Bay, a travel hub that shares cultural affinity with North America. Jamaica is a strategic nearshot location; it’s close to Contax360’s North American client base, and holds a workforce with similar education, without cultural or language barriers. Jamaica has the largest English-speaking population in the Caribbean and is the third largest English-speaking location in the continent.
Giving Back to the Community
Though Contax360 holds its corporate office in Plantation, Florida, with a data center in Miami, its remote agents primarily work from Jamaica. As a certified WBE (Women-owned Business Enterprise), MBE (Minority Business Enterprise), and WOSB (Women Owned Small Business), Contax 360 has a diverse workforce. Most of its service agents are women. Particularly in Jamaica, women are often the sole breadwinners of the family. Jackie states that it’s rewarding to positively impact the local economy by empowering her team. Additionally, Contax360 participates in a number of community outreach programs. For example, the team has adopted a local school to help mentally and physically challenged students receive infrastructure support, food, clothing, and educational supplies and has partnered with a sickle cell foundation in Florida, ShaksHope, to raise awareness.
Within Contax360, the company positively impacts the community through continuous training for its workers. The IT department selects people with passion and growth mindsets to participate in their mentorship programs. Jackie has created an IT leadership team that challenges young talent with additional training and helps them complete certifications to advance their technical careers. Jackie believes education is key to sustainable impact.
“We want to continue to evolve and grow as a company that gives back,” she said. “We want to train the next generation of successful talent, to constantly groom and mentor the staff we have.”
Contax360 is on a solid growth path for the services it currently offers. The company wants to increase its core competencies in the technology space, such as help desk and project management services. The team is also exploring other onshore and nearshore market demands like legal process outsourcing. To stay on the innovative edge ahead of its competition, Contax360 is looking to enable AI and other digital tools that will revolutionize traditional BPO services while telling its story of cost savings and value differentiation