VLBPO, a Jamaican-owned back-office support and outsourcing provider, is ready to punch above its weight and scale operations after securing its first enterprise level client.
Starting in 2019 with four agents and one client, the business process outsourcer (BPO) has increased its staff complement to 140 employees serving clients in Australia, Canada, the United Kingdom and United States. Beyond the shores of Jamaica, VLBPO employs remote agents in the Dominican Republic and the Philippines, enabling the company to have a 24-hour service with multilingual capabilities English, Spanish and Mandarin (Chinese).
Over the last six years, has served clients in the small and medium-sized enterprise subsector. Now, as the Kingston-headquartered BPO transitions from the start-up phase and takes on a large corporate account, it is ready to increase that number and Founder and Chief Executive Officer Earl McDonald is confident the company can achieve this goal.
“Over the course of this year, based on the new business that we’ve secured, we’re recruiting possibly 100 to 150 agents. I’ve estimated it to be more because we have a lot of other deals in the pipeline,” he said.
At present, VLBPO is recruiting agents to work with a US-based player in the health and insurance industry. As demand for its services grow from both existing and new accounts, the company will increase its head count to meet those needs.
“We have other businesses that we are slowly scaling, as well, which is in financial services,” McDonald stated.
VLBPO’s clientele also include companies in technology, real estate and legal services.
By combining the expertise of skilled human talent with AI-driven voice and chat automation, the BPO delivers the perfect balance of human connection and intelligent automation. This powerful combination enables smarter, faster, and more impactful customer interactions, driving sustainable growth and measurable business results.
“What we’re offering to new hires at VLBPO goes beyond entry-level contact centre responsibilities. We are providing sustainable, long-term jobs in which they can build careers in high-growth industries,” McDonald explained.
“These are back-office operations, customer support, and case management roles,” he added.
Currently, VLBPO has a staff turnover rate of 16 per cent, below the industry standard of 40 per cent. A key strategy to ensure that turnover remains low is employee engagement and retention activities, including upskilling and offering employees value-added career options.
Moreover, McDonald notes that the company’s culture promotes a management structure that is both accessible and empathetic, as team leaders including himself have experience in local and international BPO services.
Looking ahead as VLBPO prepares for growth, McDonald highlights the fundamentals of the company: robust human resource management systems, training, and world-class certifications and standards. These could not have been achieved without the assistance of the Development Bank of Jamaica, which provided a technical assistance grant that contributed to the upgrade in VLPBO’s technological infrastructure.
In 2025, the company was selected to participate in the United Kingdom Trade Partnership (UKTP) programme facilitated by the International Trade Centre and Jamaica Promotions Corporation. This initiative provided Jamaican global digital services firms with international market exposure through partnerships and business-to-business engagement.
“We have laid the groundwork to take advantage of the growth opportunities that the UKTP and other trade missions will afford us. VLBPO has created the systems and achieved the global compliance certifications and standards to position us to secure the enterprise level accounts we are now looking for,” McDonald stated.
The Jamaican-owned BPO is certified as General Data Protection Regulation-compliant under European Union laws. It also has ISO 27001 certification for the international standard for information security management systems and SOC 2 Type 2 certification. VLBPO is also compliant with HIPAA and PCI-DSS standards – to process insurance information and facilitate online card payments, respectively.
About VLBPO:
VLBPO is 100% founder-owned and led by an active CEO who ensures both clients and our team experience high satisfaction while maintaining exceptional performance. Companies choose VLBPO for our hands-on leadership, commitment to quality, and ability to deliver scalable, results-driven outsourcing solutions that combine skilled human talent with AI-powered automation.
