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Culture Drives Our Success

Unlike most contact centers, we serve your customers from friendly cities close to home, where excellent service is simply a way of life.

Advantage Communications has contact centers in Canada (Prince Edward Island and Nova Scotia), Jamaica (Kingston and Portmore), and in Mexico (Tijuana).

Our Canadian, Caribbean and Mexican contact centers deliver industry-high standards in customer service with 100 percent budget adherence, and we maintain Net Promoter Scores (NPS) greater than 45+ points across the board.

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The long-standing relationships we have with decision-makers on the ground at these locations have made it possible to build, scale and onboard successfully in record-time in each market.

With no more than five-hours travel time between our Canadian, Jamaican and Mexican contact centers, our Senior Leadership Team and major shareholders attend town halls, celebrations, kick-offs and other important employee touch points.

This constant team engagement guarantees continuous knowledge transfer and endorsement of corporate values, whilst also ensuring quality of service and operations are consistently maintained across the company.

The culture of the regions we operate in, is one of the main reasons we have been able to successfully extend our reputation for excellence in customer service from Atlantic Canada to the Caribbean and Mexico.
Melissa Gilbertson
Melissa Gilbertson, Senior VP, Global Operations
Advantage Communications

Our Jamaica Contact Centers

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Our Kingston and Portmore locations bring together agents with extensive contact center experience. Our call center workforce is highly-educated, English speaking, friendly and outgoing. 

As we expand in the Caribbean and Central America, we are committed to continuing our reputation for creating meaningful jobs and to becoming a best-in-class employer in the region.

  • Modern, state-of-the-art, scalable call-center facility in the heart of Kingston’s business district.
  • Neutral, native English accent.
  • Highly educated and experienced workforce.
  • Work ethic and productivity is proven to be superior to other nearshore and offshore locations.
  • Strong negotiation and problem-solving skills which translates into higher debt collection rates, lower error/rework rates, and first-contact resolution.
  • Capacity and resources available for immediate engagement.
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Our Canada Contact Centers

Our first contact center opened in Eastern Canada in 1996. Canadian agents and support teams operate from our headquarters in Charlottetown, Prince Edward Island.

Known for east coast hospitality and Atlantic Canada friendliness, the area provides an engaged and experienced workforce with a wide range of skills, from help desk, customer service, technical support and financial services.

  • A resource of in-house subject-matter experts and tenured agents, 15 percent of staff have more than 10 years experience.
  • English, French, Spanish, Punjabi and Mandarin language services.
  • The number of Prince Edward Islanders with a mother tongue that is not English or French is up almost 60 per cent since the 2011 census, a rate of growth close to four times the national rate, adding linguistic and cultural diversity to the region.
  • Local shareholders and senior leadership with in-depth experience and expertise in Business Process Outsourcing (BPO).
  • Relationship-driven teams ensure positive client experiences with the average client partnership lasting longer than seven years.
  • Scalable workforce able to adapt as your business grows and changes.
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Our Mexico Contact Centers

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Our proximity to the Tijuana/San Diego International Border not only provides us with a high percentage of bicultural and bilingual personnel but also gives our agents critical knowledge and understanding of the US geography, culture and lingo.

  • 100 percent bilingual agents - English and Hispanic.
  • Highly educated workforce.
  • State-of-the-art, modern call center ready to scale on the outskirts of busy Tijuana.
  • Full range of inbound and outbound services, customizable for each client with experience across numerous industries.

The Contact Center RFP Tool Kit

Ready to outsource your contact center customer service to a new vendor/partner? We put together this Contact Center RFP tool kit to help.

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