When establishing a call center in the Dominican Republic, it is crucial to consider the convenience of the geographic location and time zone.
The right choice can impact operational efficiency and customer satisfaction. Aspects such as types of call center locations, service costs, and legal requirements should be carefully evaluated.
Types of Call Center Locations
When establishing a call center in the Dominican Republic, it is crucial to consider the different types of available locations:
Nearshore
Located near the United States, nearshore locations close to North America, such as the Dominican Republic, facilitate communication and logistical support.
Offshore
Located outside the United States, offshore locations are usually in countries like India or the Philippines, which may offer lower costs but present possible language barriers.
Onshore
Onshore call centers are located within countries like the United States or Canada, offering proximity and the possibility of direct control.
Factors to Consider When Establishing a Call Center in the Dominican Republic
Service Cost
Call center companies in the Dominican Republic are governed by Law 8-90 on the Promotion of Free Zones, which includes tax benefits such as exemption from income tax, construction tax, import and export duties.
Time Zone in Location Selection
The Dominican Republic is in the Atlantic Standard Time (AST) zone, which is generally one hour ahead of the Eastern Time Zone of the United States (ET).
This means that for much of the year, call center agents in the Dominican Republic can start their workday one hour earlier than customers in the United States, which can be beneficial for attending to customers who call early in the morning.
Conclusion
In summary, the time zone of the Dominican Republic offers several advantages for a call center serving customers in the United States, including better schedule coordination, increased agent availability, lower labor competition, and potential reduction in operational costs.
For many years, the Dominican Republic has remained a favorite destination for those seeking commercial proximity to the United States, especially due to the close geographical location, which allows them to share the same time zone with some U.S. states for a significant part of the year. Although there may be slight variations at other times, they are not significant.
This makes the Dominican Republic a preferred destination for foreign investments in the contact center industry.
If you want to create or move a call center from the United States to the Dominican Republic, at CONTADORES DOMINICANOS, we have professionals ready to advise you in the business creation process.
