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GBPA/iTEL BPO Partnership Strengthening Freeport’s ICT Sector

The Call Center industry on Grand Bahama continues to make significant strides as a new sector for growth in the island’s economy. This however, has not come without a strategic and concerted effort by key stakeholders, itelBPO Solutions (Island Outsourcers) and The Grand Bahama Port Authority, Limited, (GBPA).

The duo paired up for the ICMI Contact Center Expo, recently held at the Walt Disney World Dolphin Resort, Orlando, Florida. This event marked the 2nd year in which itelBPO and GBPA have collaborated to promote Grand Bahama Island as a premier destination for BPO operations, within the region.

“The ICMI Tradeshow is a boutique call center industry event, which hosts elite customer care executives and CEOs,  gathering annually for collaborative exchange on transformational solutions to enhance the customer service experience,” stated Derek Newbold, Senior Manager of Business Development and Invest Grand Bahama.

"Since establishing GB’s first official contact center three years ago, GBPA has strategically marketed the island’s value proposition  for nearshore operations, by virtue of our exceptional infrastructure, proximity and cultural affinity to the US market.  We have been deliberate in our approach to promoting Freeport as the Free Trade zone of The Bahamas, and more specifically, the opportunities it offers for companies within the ICT industry.” Newbold continued.

The 3-day Contact Center event in Orlando, catered to hundreds of C-Level Executives, VP's and Directors representing various industries including Telecommunications, Technology, Retail & Manufacturing, Health, and Banking & Finance. The event serves to improve the delivery of services, highlighting innovations and fostering global best practices for the industry.

According to Sebastian Tickle, Vice President of Business Development at ItelBPO Solutions, “The region’s contact center industry is roughly 20 years old; generating in excess of a billion dollars annually. More importantly, the industry continues to expand tremendously in numerous international markets," remarked Tickle.  “In April of this year, we expanded our operational capacity at Itel BPO Solutions, with new offices at the Sir Albert Miller Building, and can now accommodate even greater  business volumes, " he added.

Ian Rolle, President of GBPA notes that Freeport can become a leader in the ICT sector. “GBPA will continue to embrace the Information and Communication Technology sector as a high growth industry for Grand Bahama. We have the infrastructure…we have the location and, by way of our partnership with itelBPO and high schools across Grand Bahama, we are investing in the ongoing development of human capital to create a self-replenishing skills pool to sustain this new industry,” Rolle added. 


The Hawksbill Creek Agreement (HCA) gave GBPA responsibility for the development, administration and management, and provision of services within an area called the 'Port Area' (230 sq. miles). GBPA was mandated by this Agreement to build a deep water harbour, an industrial community and required infrastructure for the City.



GBPA has achieved an astonishing amount since its inception in 1955.  When first created it was a Grand Bahamian business conglomerate charged not only with land and commercial development but also with all the regulatory and administrative functions of the Freeport/Lucaya.



Firstly, I wish to thank Joan Albury and the Counsellors for this platform enabling us to share with the Grand Bahama community, the outlook for our island! 2015 marks the 60th year of the birth of Freeport and the Hawksbill Creek Agreement; 60 years of a partnership between The Government of The Bahamas and The Grand Bahama Port Authority. I'm here to raise hopes for 2015 and to lay a few popular myths to rest - For those who don't know me, I am Sarah St George.