Podcast ¦ CX Files: Thomas Oronti – Advensus – From Beaches to BPO How the Dominican Republic Became a CX Star

Key Take Aways

1. The Dominican Republic (DR) has established itself as a notable nearshore destination for customer experience (CX) services, particularly in multilingual environments including English, Spanish, and French.

2. Compared to other Caribbean islands, DR benefits from a unique trilingual workforce, which enhances its capacity to service North American and European markets efficiently.

3. The growth rate of call centres in DR has been rapid, expanding from 5 to approximately 85 centres over two decades, demonstrating significant industry confidence.

4. DR offers high-quality English language skills at competitive costs, positioning it as a premium location after Costa Rica for complex CX projects requiring managerial and specialised skills.

5. Specific sectors such as banking, telecommunications, collections, and technical support are thriving in DR due to the country’s established call centre expertise.

6. The industry’s evolution has led to increased usage of specialised training programmes, exemplified by initiatives like the eight-week call centre English course supported by the government.

7. The availability of bilingual agents remains a challenge, particularly for large-scale, high-skill projects; however, ongoing developments in workforce training are addressing this gap.

8. The localisation of expatriates with US call centre experience in DR plays a key role in elevating industry standards and capabilities.

9. DR’s stability in politics, currency, and financial regulations provides an advantageous environment for long-term CX investment.

10. The future growth opportunities are primarily aligned with high-end, customised, scalable customer service solutions for clients with complex needs.

11. Infrastructure development, including the construction of dedicated call centre facilities, is crucial for supporting industry expansion.

12. The perception and quality of Spanish versus English services are influencing location choices; DR is more suitable for English service delivery, with opportunities to support multilingual projects.

Key Statistics

• The number of call centres in DR has increased from 5 to over 85.

• Within Santo Domingo alone, over 30,000 people are employed in bilingual call centres.

• Costa Rica’s typical rates for customer service work hover around $20-$25 per hour, with DR now competing at similar or higher levels for premium services.

• Over 1 million Dominicans have a connection to the US, facilitating cultural affinity and service delivery.

• Annually, DR graduates between 25-35 agents from specialised English training institutes.

• US-based clients have chosen DR for high-quality, scalable customer service needs, including projects requiring hundreds of agents.

• The Haitian influence in DR provides opportunities for French and Creole language services, supporting markets in the US and Canada.

Key Discussion Points

• The strategic advantages of DR as a multilingual nearshore hub for North America and Europe.

• The rapid growth of the Dominican CX industry and factors driving its success.

• How language skills, cultural affinity, and connectivity contribute to DR’s competitive edge.

• The evolving profile of clients—moving from basic customer service to complex, high-end solutions.

• Challenges in sourcing bilingual agents at scale and efforts to address this with government-supported training initiatives.

• The importance of stability in political, economic, and financial sectors for long-term industry growth.

• The impact of expatriate talent on industry standards and workforce expertise.

• Competitive positioning of DR relative to other Latin American and Caribbean countries.

• The significance of localisation (e.g., Haitian Creole, Spanish dialects) for service quality.

• How the perception of language and accent can influence client choices, especially for Spanish services.

• Infrastructure and real estate challenges in scaling operations.

• The potential for DR to diversify its client base and service offerings beyond traditional sectors.

Podcast Description

This podcast episode explores the burgeoning customer experience (CX) industry in the Dominican Republic, highlighting its evolution, current capabilities, and strategic positioning within the Latin American and Caribbean regions. It features insights from Thomas Auranti, CEO of Adventis, discussing the factors behind DR’s rapid call centre growth, its multilingual workforce, and its future prospects for servicing high-end, complex CX projects. Combining industry trends, workforce development initiatives, and regional dynamics, the episode provides valuable perspectives for senior managers and decision-makers in financial services contemplating nearshore CX operations.