Dominican Contact Centers & BPO Council
Definition
What is the Dominican Contact Centers & BPO Council?
The Dominican Contact Centers & BPO Council (CC&BPO) was founded by the Dominican Association of Free Zones (ADOZONA).
CC&BPO was established to foster an environment of integration, capitalize on the subsector’s growth potential, and offer professional development opportunities to Dominican society.
The council comprises 19 companies within the country’s free zones industry, representing approximately 75% of sector employment.
The CC&BPO operates through three committees. They are focused on promoting and improving initiatives related to human talent, legal and labor issues, and positioning and promoting the contact centers sector to attract investment.
The Dominican Contact Centers & BPO Council’s goal is to integrate contact centers and BPO companies in the country. It aims to strengthen and accelerate the industry’s growth and achieve a significant socioeconomic impact nationwide.
Dominican Contact Centers & BPO Council objectives
The Dominican Contact Centers & BPO Council is dedicated to advancing the contact center and BPO industry in the Dominican Republic.
The council aims to achieve this through a series of strategic objectives focused on:
Positioning and competitiveness
- Accelerate the digital transformation of businesses and trade to establish the Dominican Republic as the preferred country in Latin America for outsourcing.
- Strengthen the subsector’s presence and reputation with government institutions and the Dominican population.
- Implement a public relations program to promote employment opportunities within the industry.
Availability of human capital
- Promote public-private initiatives to improve English proficiency to meet the demand for bilingual professionals.
- Develop “study to work” programs that equip individuals with bilingual skills.
- Consider an educational credit for employment program focused on English language learning.
Legal security
- Ensure the continuation of teleworking for contact centers and BPOs beyond the state of emergency (law 8-90).
- Create conditions to address fraud and identity theft involving clients effectively.
- Work with the General Directorate of Customs (DGA) to normalize and modernize asset control.
Dominican Contact Centers & BPO Council: Affiliated companies
The Dominican Contact Centers & BPO Council comprises a group of national and multinational contact centers and business process outsourcing firms.
These are all dedicated to developing the sector under the umbrella of the Dominican Association of Free Trade Zones (ADOZONA).
All affiliated companies operate formally and are regulated under the Free Trade Zones regime. They comply with both national and international labor and operational regulations and consistently exceed customer standards.
Some of the renowned contact centers and BPOs that are members of CC&BPO include:
- Acquire BPO
- Alorica
- Avensus
- CallMax
- Concentrix
- Teleperformance
- VoiceTeam
These companies have become models within the industry, setting benchmarks that have been adopted by other countries.
CC&BPO facilitates the integration of contact center and BPO companies within the Dominican Republic’s Free Trade Zones regime.
It also promotes the modern outsourcing industry by bringing together key industry players to initiate efforts that enhance competitiveness and drive growth.
Independent
