A bilingual English-Spanish workforce. A pro-business regulatory environment. Robust infrastructure. A Dominican Republic contact center seems to have it all. While many business leaders still think of the Dominican Republic as the island of stunning beaches, sunny skies, and beautiful resorts, the country has quietly but steadily matured as a pre-eminent nearshore business process outsourcing (BPO) destination.

A report by the Central Bank of the Dominican Republic highlights that the BPO sector has grown 12% in the Dominican Republic annually over the past five years, making it one of the fastest-growing segments of the economy. As a result of consistent and rapid economic growth, 2.8 million people have risen out of poverty creating a broad-based middle class enjoying a better quality of life.

The BPO industry in the Dominican Republic shows no sign of slowing… and for many good reasons.

1. Educational Investments Have Created a Highly Skilled Workforce

One reason the country is such an attractive location for contact center operations is because of its talented labor force made possible by significant educational investments. Close to fifty universities offer training programs including The Instituto Tecnológico de Las Américas (ITLA), has certified thousands of agents through its specialized contact center training program. Other universities such as INTEC, APEC, and UNIBE have developed programs focused on customer service, technical support, and soft skills such as business communication.

Several private training facilities offer programs for aspiring contact center agents, including everything from accent neutralization to problem-solving strategies. And many contact center companies themselves offer in-house academies to improve English language and technical skills. 

2. Language Skills

In addition to Spanish, English is widely spoken in the Dominican Republic. This bilingual proficiency is especially valuable for companies looking to serve both English- and Spanish-speaking customers. According to industry statistics from the Dominican Association of Call Centers (ADCC), approximately 65% of Dominican Republic contact center agents are fully bilingual, with a growing percentage also proficient in French, Italian, Portuguese, and German. 

3. Cost-Effective Operations

A cost comparison with onshore contact centers in the U.S. shows that a Dominican Republic contact center solution offers substantial cost savings while still maintaining high-quality customer service. Estimates suggest potential savings of up to 50% on labor costs compared to the US. As well, Dominican labor can be 6% more cost-effective than similar nearshore outsourcing destinations. Lower overhead costs with respect to office space, utilities, and employee benefits are a further advantage.

4. Well-Developed Infrastructure and Technology

The Dominican Republic has invested heavily in its telecommunications and IT infrastructure with reliable internet, advanced fiber-optic networks, and a stable power supply. The country offers multiple redundant fiber optic submarine cable connections to North America and Europe, which ensures reliable high-speed internet connectivity. Major telecommunications providers such as Wind Telecom, Claro and Altice have made substantial investments in building networks. The Dominican Institute of Telecommunications (INDOTEL) states that internet penetration in business districts reaches nearly 100%, with average speeds exceeding 100 Mbps in major urban areas. 

5. Government Support and Incentives when Opening a Dominican Republic Contact Center

The government of the Dominican Republic supports the growth of the BPO industry and encourages foreign investment through various incentives including free trade zones (FTZs). Under Law 8-90, companies operating in FTZs are 100% exempt from income tax, corporate taxes, and import duties on essential equipment. Companies that create substantial employment opportunities or establish operations in less-developed regions of the country may be entitled to additional incentives. Government-sponsored investment promotion organizations such as ProDominicana, provide support to foreign companies entering the market and offer guidance on everything from site selection to employee recruitment. 

6. Cultural Affinity with the United States

Many Dominicans have lived and/or studied in the United States, which makes them highly familiar with the US. Dominicans typically possess a natural understanding of American cultural references, communication styles, and customer service expectations. This cultural affinity results in more authentic customer interactions that don’t feel “foreign” to North American consumers, addressing one of the common concerns with traditional offshore contact centers. Many Dominican agents follow American sports, watch American television shows, and are familiar with U.S. holidays and traditions, allowing them to build genuine rapport with callers.

The contact center industry in the Dominican Republic has driven positive social change, creating quality employment opportunities that have created a substantial middle class. Beyond the direct economic benefits of steady employment benefits, contact centers have created career pathways for smart, ambitious professionals.

For businesses looking for an optimal nearshore contact center location, the Dominican Republic offers a compelling option. With its convenient location, bilingual talent pool, cost-effective operations, strong infrastructure, and government support, it offers the ideal environment for nearshore contact center. Investing in a Dominican Republic contact center means benefiting from high-quality service and cultural alignment with North American customers.

By choosing a Dominican Republic contact center provider that has a long history of working in the region, businesses can improve efficiency and reduce costs while improving customer satisfaction. For more information, contact Advensus.