Why the Dominican Republic is a serious nearshore outsourcing player
While most businesses still think of Mexico and Costa Rica when considering Latin American outsourcing, a Caribbean island nation has quietly built one of the region’s most sophisticated business process outsourcing (BPO) ecosystems. The Dominican Republic’s (DR) outsourcing industry has grown 12% annually for five years straight, and major players such as Teleperformance and Concentrix are betting billions on its future.
What’s driving this investment?
The DR offers something competitors can’t match: mature infrastructure with 87 free trade zones, the Caribbean’s largest bilingual workforce, and direct flights to 30+ U.S. cities, all while maintaining labor costs that are 60% below U.S. levels.
The Dominican Republic has emerged as one of Latin America’s most compelling nearshore outsourcing destinations, transforming from a primarily tourism-based economy into a sophisticated BPO hub. Since 1995, when favorable government policies led to the establishment of the first major call centers, the Dominican Republic’s BPO sector has expanded rapidly to become one of the fastest-growing segments of the country’s economy.
What makes the DR stand out is its unique combination of nearshore advantages and bilingual capabilities. With approximately 65% of call center agents fully bilingual and a growing percentage proficient in French, Italian, Portuguese, and German, the country offers unmatched linguistic versatility for serving both English-speaking North American markets and the rapidly growing Hispanic consumer base in the United States.
The country hosts 87 free zone industrial parks, which support 820 companies and produce more than $8.1 billion in exports annually, with significant sectors including BPO, IT support, and call centers. Valued at $750 million, the Dominican Republic’s call center and BPO industry is among the most mature outsourcing markets in the Caribbean and Latin America (CALA) region.
Selection criteria: What makes these BPO companies notable
Our selection of the top 5 outsourcing companies in the Dominican Republic is based on several critical factors that determine excellence in the BPO space:
Scale and flexibility: Companies with substantial employee bases and proven ability to handle large-scale operations for global clients as well as the flexibility to provide tailored solutions for small and medium sized enterprises
Industry reputation: Firms with strong track records, positive client testimonials, and recognition within the outsourcing industry
Service diversity: Organizations offering comprehensive BPO, staff augmentation, and EOR solutions across multiple domains – from customer experience and technical support to back-office operations
Client portfolio: Companies serving diverse industries including technology, healthcare, finance, e-commerce, and telecommunications
Infrastructure and technology: Firms with advanced telecommunications infrastructure, modern facilities, and cutting-edge technology platforms
Geographic presence: Organizations with strategic locations in key Dominican cities like Santo Domingo and Santiago de los Caballeros
Top 5 outsourcing companies in the Dominican Republic
1. Sourcefit: Global nearshore solutions provider
Sourcefit is a leading BPO company with offices in the Philippines, the Dominican Republic, Madagascar, South Africa, and Armenia, providing custom offshore and nearshore BPO and staffing solutions. With approximately 2,000 employees spread across operation centers globally, Sourcefit provides award-winning service to over 200 clients across a wide range of industries.Â
Key strengths: Sourcefit agents from the Dominican Republic are fluent in English, Spanish, French, and German, making them ideal for multilingual customer support. The company specializes in customer service, content moderation, IT support, accounting, healthcare, and back-office support. What sets Sourcefit apart is its flexibility, offering fully managed solutions, staff augmentation, and EOR services as well as integrated, AI-driven process optimization and automation.
Unlike massive multinational corporations that struggle to provide custom solutions to all but their biggest enterprise clients, Sourcefit delivers personalized service with enterprise-grade capabilities. Its Dominican operations capitalize on the country’s strengths while providing the flexibility and responsiveness that large corporations often struggle to match.
Industries served: IT, e-commerce, healthcare, logistics, construction, legal, marketing, hospitality, banking, advertising, and more
2. TP (Teleperformance): World’s largest contact center company
Teleperformance, the world’s largest contact center company with over 150,000 employees in 62 countries and more than 270 centers, began operations in the Dominican Republic in January 2013. Strategically located in Santo Domingo City Center, the company currently supports clients across verticals including customer service, transportation service bookings, telephony, and healthcare with over 1,000 employees and room for continued growth.
Key strengths: As a global leader providing outsourcing services in more than 63 languages and dialects, Teleperformance Dominican Republic offers advanced solution consulting, intelligent automation using AI and machine learning, and sophisticated analytics capabilities. The company delivers digital strategies for managing the entire customer lifecycle while maintaining its reputation for innovation and high-quality service delivery.
Industries served: Communications and media, high-tech, retail, financial services, automotive, healthcare, and government sectors
3. Concentrix (formerly Convergys): Second largest CX provider globally
Concentrix, formed through the 2018 acquisition of Convergys by SYNNEX, operates as the second-largest customer experience services provider globally, with annual revenues exceeding $4.7 billion. The company runs three contact centers in the Dominican Republic, all located in Santo Domingo, and has announced plans to add 1,500 employees to its DR operations, demonstrating significant commitment to the market.
Key strengths: With the combined legacy of Convergys’ 125 delivery centers in 30 countries and Concentrix’s advanced digital capabilities, the company offers proprietary voice of customer analytics, RPA practices, and comprehensive digital channel expertise. Its Dominican Republic operations specifically serve English-speaking North American markets with robust technical infrastructure and scalable solutions.
Industries served: Communications, financial services, technology, retail, automotive, healthcare, and government, with a focus on Fortune 500 enterprise clients
4. Alorica: $2.3B global BPO provider
Alorica, a $2.3 billion global BPO provider with 91,000 employees across 154 locations in 16 countries, maintains significant contact center operations in the Dominican Republic as part of its comprehensive nearshore strategy. Following major acquisitions including EGS and West Corporation’s Agent Services, Alorica has established itself as the third-largest pure-play BPO provider globally, behind only Teleperformance and Concentrix.
Key strengths: Alorica’s Dominican Republic operations focus on enterprise-scale solutions for North American markets, offering bilingual and trilingual capabilities across 10 nearshore countries. The company’s “Making Lives Better” corporate social responsibility program and AloriCares veteran support initiatives demonstrate long-term community commitment, while their scalable, burstable, and flexible solutions serve enterprise clients requiring rapid deployment and consistent quality.
Industries served: Healthcare, financial services, technology, retail, telecommunications, and government sectors, with a primary focus on Fortune 500 enterprise accounts
5. Acquire BPO: Regional leader with $30M DR investment
Acquire BPO stands as a top-tier outsourcing company in the Dominican Republic, boasting a workforce of over 9,500 seasoned professionals strategically placed across the United States, the Dominican Republic, the Philippines, and Australia. The company made a $30 million investment in the Dominican Republic, with its flagship contact center located in Santo Domingo’s premier Acropolis building.
Key strengths: Founded to revolutionize customer acquisition and retention strategies, Acquire BPO has propelled itself to the forefront of the industry by leveraging cutting-edge technology and pioneering approaches. The company’s 18-year track record demonstrates exceptional stability and growth, with sophisticated design and infrastructure that positions it among the region’s premier facilities.
Industries served: Diverse clientele across multiple sectors with a focus on customer acquisition and retention services
Analysis: The Dominican Republic’s unique strengths vs other LatAm countries
Time zone advantage
The Dominican Republic observes Atlantic Standard Time year-round, providing convenient alignment for team building, meetings, and collaboration with U.S. partners. It shares a similar time zone with the Eastern U.S., which facilitates seamless communication and collaboration during business hours. While countries like Mexico and Costa Rica also offer favorable time zone alignment, the Dominican Republic’s consistent year-round schedule eliminates daylight saving time complications.
Language and cultural affinity
The Dominican Republic’s emphasis on bilingual education has created a workforce wherein approximately 65% of call center agents are fully bilingual, with English being a significant part of the curriculum in many universities. Cultural similarity is another key advantage – Dominicans are warm and friendly, with direct eye contact considered a sign of respect and trustworthiness, similar to US business culture. The work culture values punctuality and maintains traditional corporate hierarchy, with straightforward communication that eliminates the need to interpret hidden social meanings.
Cost competitiveness
The Dominican Republic offers lower benefits costs compared to other regional competitors, which helps mitigate the effects of wage inflation. The cost of hiring Dominican developers is much lower than US-based developers, with average software developer salaries ranging around $19 per hour compared to $42 for hourly work in the U.S.
Infrastructure and government support
The Dominican Republic boasts robust telecommunications infrastructure that are connected to multiple international submarine fiber optic cables, ensuring high-speed internet and reliable connectivity to global markets.
Competitive positioning vs regional players
Versus Colombia: While Colombia offers excellent infrastructure and a larger workforce of over 600,000 call center professionals, the Dominican Republic provides a more mature English-speaking workforce and closer cultural affinity with North American markets. Colombia’s BPO sector, though robust, faces higher wage inflation and exchange rate fluctuations that can impact cost savings.
Versus Mexico: Mexico has a larger tech talent pool (800,000 developers) and more established manufacturing presence, but the Dominican Republic offers greater political stability and fewer security concerns affecting certain Mexican regions. Mexico’s proximity to the U.S. is advantageous, but the DR’s consistent time zone and strong telecommunications infrastructure provide reliable alternatives.
Versus Costa Rica: Costa Rica excels in political stability and education with strong STEM programs, but the Dominican Republic provides more competitive labor costs and a larger available workforce. Costa Rica’s higher English proficiency is offset by the DR’s extensive bilingual population and stronger cultural connections to the U.S. market.
When to choose the Dominican Republic for outsourcing
The Dominican Republic emerges as the optimal outsourcing destination under several key scenarios:
Bilingual customer support requirements: With 65% of agents fully bilingual and a growing proficiency in multiple European languages, the DR is ideal for companies serving both English and Spanish-speaking markets.
Nearshore proximity needs: Companies requiring frequent collaboration, quick travel times, and real-time communication will benefit from the DR’s time zone alignment and direct flights to major US cities.
Cost-sensitive operations: Organizations looking to balance quality service delivery with competitive pricing will find the DR’s lower benefits costs and wage structures attractive compared to other regional options.
Mature BPO infrastructure requirements: Companies needing established, proven outsourcing ecosystems will appreciate the DR’s 30-year track record and $750 million industry valuation.
Scalable operations: With 87 free zone industrial parks supporting 820 companies, the DR offers proven infrastructure for businesses planning significant expansion.
The Dominican Republic represents a compelling blend of nearshore convenience, bilingual capabilities, and cost effectiveness that positions it as a premier outsourcing destination for companies seeking reliable, scalable BPO solutions in the Caribbean and Latin American region.
As the industry continues its trajectory of 12% annual growth, early adoption of Dominican outsourcing partnerships can provide significant competitive advantages for forward-thinking organizations.
