Dominican Contact Centers & BPO Council
Definition
Dominican Contact Centers & BPO Council
Dominican Contact Centers & BPO Council is the trade body for voice, back-office, and IT-enabled service firms operating inside the country’s free-zone regime, grouping about 19 members that together drive roughly three-quarters of Dominican subsector employment today.
Key takeaways
- The council sits inside ADOZONA, the umbrella federation for Dominican free-zone employers.
- Members export services under Law 8-90, the same tax regime that governs free-zone manufacturers.
- Roughly 19 firms carry an estimated 75% of subsector employment on the island.
- Free-zone service exports hit USD 7.97 billion in Jan-Nov 2024, up 7.1% year-on-year.
- The council’s remit covers policy, talent pipelines, investor pitching, and industry data.
The council formed as ADOZONA leadership pushed to separate service firms from the goods-focused free zones. It now handles voice, chat, email, and IT delivery lines that anchor Santo Domingo and Santiago as nearshore outsourcing hubs.
Membership includes both global operators — Teleperformance, Alorica, Concentrix — and Dominican-owned providers like CallMax and VoiceTeam, giving the council a mixed voice on wages, English-language training, and utility costs.
How it works
The council sits inside ADOZONA, the Dominican free-zone federation, and speaks for members that export services under Law 8-90’s tax regime. It coordinates policy, labor, training, and investment attraction on behalf of the voice and IT-enabled cohort.
Any firm operating under a free-zone license and delivering business process outsourcing (BPO), contact center, or information technology outsourcing (ITO) services can apply for membership.
Approved firms pay dues, vote on council positions, and get access to shared training programs and joint recruitment drives.
A rotating board sets the annual agenda. Seats mix Fortune 500 country leads with founder-CEOs of Dominican-owned operators, keeping the wage, tax, and English-training debate balanced across employer sizes and delivery models.
| Council function | What it delivers |
|---|---|
| Policy | Lobbying on Law 8-90, English-in-schools curriculum, minimum wage bands |
| Talent | Certified agent training, university partnerships, bilingual pipelines |
| Investment | Investor briefings alongside ProDominicana, joint booths at nearshore summits |
| Data | Annual jobs, exports, and utilization figures fed to ADOZONA reports |
Talent pipelines dominate the agenda. The council runs bilingual-agent certification tracks with local universities and coordinates English-immersion drives with ITLA, the Dominican vocational institute, so member firms can staff US-facing seats within weeks.
Free-zone exports overall hit USD 7.97 billion between January and November 2024 — a 7.1% year-on-year rise, per the Office of the President of the Dominican Republic. Services now make up the fastest-growing slice of that total.
Examples
Concrete membership spans global majors and homegrown Dominican operators. Below are named firms and events tied to the council’s activity through 2024 and 2025, spanning investment announcements, summits, and nearshore delivery expansion in Santo Domingo.
- Teleperformance: Runs one of the largest bilingual call center footprints in Santo Domingo, staffing English and Spanish queues for North American retail and airline brands.
- Alorica: Operates a Santiago hub focused on customer service and collections, expanded twice in 2024 after fresh foreign direct investment (FDI) filings with ProDominicana.
- Concentrix: Delivers back-office and digital-CX work for retail and fintech clients from Dominican free-zone sites, cited by Everest Group in its 2024 nearshore assessments.
- Acquire BPO, CallMax, Avensus, VoiceTeam: Smaller members that sit on the council’s board rotation, representing the mid-market voice and back-office segment tracked by Frost & Sullivan nearshore research.
Beyond the roster, the council anchors annual sector summits and posts joint booths with ProDominicana at CX industry events like Customer Contact Week 2024, cementing the country’s brand as a bilingual delivery hub.
Related terms
- Business process outsourcing (BPO): parent category the council’s members deliver under.
- Contact center: the multichannel operation type most council members run.
- Call center: voice-only subset, still the dominant Dominican revenue line.
- Nearshoring: the geographic positioning the council markets to US buyers.
- Foreign direct investment (FDI): the capital pipeline the council tracks with ProDominicana.
- Information technology outsourcing (ITO): the higher-value tier the council is pushing members into.
- Customer service: the end deliverable most member seats produce daily.
FAQ
What is the Dominican Contact Centers & BPO Council?
It is the trade body inside ADOZONA that represents contact center, back-office, and IT-enabled firms in Dominican free zones. It lobbies on policy, recruits bilingual talent, and publishes the sector’s annual jobs and export figures.
Who can join the council?
Any firm licensed under Law 8-90 that delivers voice, back-office, or IT-enabled services from a Dominican free-zone site can apply. Approved firms pay dues and vote on council positions. Membership is open to global majors and Dominican-owned operators alike.
How large is the sector the council represents?
About 19 affiliated firms carry roughly 75% of subsector employment. Free-zone service exports climbed 7.1% between January and November 2024. Growth has been strongest in bilingual voice and digital-CX seats.
How does the council relate to ADOZONA?
The council operates as ADOZONA’s service-firm chamber — distinct from goods-focused free-zone plants. It shares ADOZONA’s lobbying, data, and investor-outreach infrastructure while running its own board. Members sit under the broader ADOZONA policy platform.
Why do global BPO firms cluster in the Dominican Republic?
Firms cite bilingual talent, US Eastern-time overlap, Law 8-90 tax incentives, and the peso’s relative stability. The council packages these points for investor briefings alongside ProDominicana. Sector summits and CX industry events amplify the story to US buyers.
What data does the council publish?
It publishes annual employment, exports, and utilization figures via ADOZONA. Aggregate numbers appear in ProDominicana investor decks and Everest Group and Frost & Sullivan nearshore reports. Members use these figures to benchmark internal capacity plans.
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