Over the past couple of years, there has been a concerted effort from Jordan’s government and private sector parts to establish a vibrant contact center industry that caters to both domestic and international clients. The criteria upon which Jordan’s appropriateness in providing these services were determined are summarized in the following:

·         Political stability                          

·         Economic liberalization 

·         Connectivity Infrastructure and accessibility 

·         Education

·         Pricingandcosts

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Upon which the BPO sector was given the required support to boost its development as the government took a remarkable role to better sculpture and promote the BPO sector through the issuance of the ‘Development Zones’ law allowing better incentives to the companies working in that field and helping in attracting more investments, and positioning Jordan as a potential outsourcing destination, hence, unique incentives creating special competitive edge are still required with better capitalization on Jordan’s distinguished features & resources.

International trends moved towards integrating ICT enabled services as in the BPO sector with the ICT sector, which satisfies the aim of providing better integrated solutions and added value services.

Furthermore, the global ICT industry has been moving towards integrating business processes, ICT infrastructure, IT applications, content, and ICT enabled services as outsourcing in its different shapes (Business Process Outsourcing, IT Outsourcing, and Knowledge Outsourcing) in developing solutions, approaches and methodologies, all together forming pillars towards the creation of a knowledge economy and society, in essence ICT can no longer be considered a vertical industry standalone on its own, for our ICT industry to develop these pillars need to be built in across our vertical sectors and industries.

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