Dominican Contact Centers & BPO Council

The Dominican Contact Centers & BPO Council is the trade body for voice, back office, and technology firms that export from the country’s free zones. It sits in ADOZONA, the Dominican free zone federation that set it up, and speaks for its members.

That free zone footing is the whole point. Members hold licenses under Law 8-90, the same statute that governs free zone manufacturers — so the council’s policy work runs through tax and export rules rather than telecom regulation.

The council speaks for the business process outsourcing (BPO) delivery lines that anchor Santo Domingo and Santiago as nearshore outsourcing hubs.

Membership mixes global operators such as Teleperformance, Alorica and Concentrix with Dominican owned providers like CallMax and VoiceTeam.

Scale gives the council its weight. The Dominican contact center and BPO industry counts 103 companies and more than 34,600 direct employees, serving clients across the United States, Canada, Latin America and Europe.

Key takeaways

• The council sits inside ADOZONA, the umbrella federation for Dominican free zone employers, which founded it.
• Members export services under Law 8-90, the same tax regime that governs free zone manufacturers.
• The Dominican contact center and BPO sector runs 103 companies and more than 34,600 direct employees.
• Free zone exports hit USD 7.97 billion in January–November 2024, up 7.1% year on year.
• The council’s remit covers policy, talent pipelines, investor pitching and industry data.

How it works

The council works as ADOZONA’s service chamber. It speaks for firms exporting under Law 8-90, coordinates policy and training, and feeds jobs and export data into the federation’s reporting. Any licensed free zone service firm can apply to join.

Any firm holding a free zone license that delivers BPO, contact center, or information technology outsourcing (ITO) work can apply for membership.

Approved members pay dues, vote on council positions, and get access to shared training programs and joint recruitment drives. A rotating board sets the annual agenda each year.

Seats mix country leads from global operators with founder CEOs of Dominican owned providers. That balance keeps the wage, tax and English training debate honest across very different employer sizes and delivery models.

Talent pipelines dominate that agenda. The council runs bilingual agent certification tracks with universities and coordinates English immersion drives with ITLA — the Dominican vocational institute — so members can staff United States facing seats within weeks.

The money case sits in the export series. Free zone exports reached 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.

Contact centers and BPO have been the fastest growing free zone subsectors of the past decade, measured by both jobs and company count. That is why ADOZONA carved out a separate chamber for them instead of folding them into the manufacturing bloc.

Sector reporting puts June 2025 free zone exports at USD 771.96 million, 2.8% above June 2024. That number covers the whole free zone regime, not contact centers alone — read it as backdrop rather than a subsector count.

Examples

Membership spans global majors and homegrown Dominican operators. The names below sit on the council’s roster or in its delivery base, and each one shows a different slice of the work Dominican free zone sites now handle for North American buyers.

• 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 built around customer service and collections, expanded twice in 2024 after fresh foreign direct investment (FDI) filings with ProDominicana.
• Concentrix: delivers back office and digital customer experience work for retail and fintech clients from Dominican free zone sites. Everest Group, whose PEAK Matrix assessments benchmark customer experience management providers, covers the nearshore market those sites compete in.
• Acquire BPO, CallMax, Avensus and VoiceTeam: smaller members in the council’s board rotation, covering the mid market voice and back office segment. Frost & Sullivan, the research firm behind the Frost Radar benchmarking series, tracks the same provider tier.

Beyond the roster, the council anchors annual sector summits and shares booths with ProDominicana at customer experience events such as Customer Contact Week 2024.

That joint pitch is how the Dominican Republic sells itself to United States buyers: bilingual agents, an Eastern time zone overlap, and a tax regime that has held steady since Law 8-90 passed.

Related terms

This cluster covers the service categories the council’s members sell and the policy machinery around them. It stops at the country border: terms here describe delivery models and investment flows, not the individual firms or the wider Caribbean market.

• Business Process Outsourcing (BPO): the parent category council members deliver under.
• Contact Center: the multichannel operation type most members run.
• Call Center: the voice only subset that still carries the dominant Dominican revenue line.
• Nearshore Outsourcing: the geographic positioning the council markets to United States buyers.
• Foreign Direct Investment (FDI): the capital pipeline the council tracks with ProDominicana.
• Information Technology Outsourcing (ITO): the higher value tier the council pushes members toward.
• Customer Service: the end deliverable most member seats produce daily.

FAQ

Here are the questions buyers, investors and job seekers ask most often about the council, its membership rules, the sector it represents and the data it publishes. Each answer stays short enough to quote on its own.

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 operating in Dominican free zones. It lobbies on policy, builds bilingual talent pipelines, and feeds the sector’s jobs and export figures into ADOZONA’s reporting.

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?

The Dominican contact center and BPO industry runs 103 companies and more than 34,600 direct employees serving the United States, Canada, Latin America and Europe. The council groups about 19 member firms. Free zone exports climbed 7.1% in January–November 2024.

How does the council relate to ADOZONA?

ADOZONA founded the council and houses it as the service firm chamber, kept separate from the goods focused free zone plants. It shares ADOZONA’s lobbying, data and investor outreach machinery while running its own rotating board.

Why do global BPO firms cluster in the Dominican Republic?

Firms point to bilingual talent, US Eastern time overlap, Law 8-90 tax incentives and the peso’s relative stability. The council packages those points for investor briefings alongside ProDominicana. Industry events carry the same pitch to North American buyers.

What data does the council publish?

It publishes annual employment, export and utilization figures through ADOZONA.

Explore more outsourcing terms and buyer guidance at Outsource Accelerator.