[Nopayof]

Hi I've been researching the Dominican Republic as a possible location to set up a call center and found that there are many call centers there already so it shouldn't be that difficult. I have a very strong technical background and setting up a Call Center from a technical perspective would be a very easy task for me. However I have no knowledge of how the government regulates this kind of business and what the hurdles are. If anyone knows of how to go about setting up a business such as this and include as many details as possible it would be greatly appreciated. I will be going to Santo Domingo for a few days this month so any suggestions as to what area I should be looking in would also be much appreciated.

[baritkello]

You need to know the country a little better before you invest money here.

I have seen a lot of people go broke in the call center business lately, I myself had to sell my call center last month that I operated successfully for 4 years - but that was mainly due to deadbeat clients.

It's not the government that is going to be a hurdle, - it's the employees and the labor laws. Also the current state of the economy is not going to help you much.

[WhileKelf]

Mr. Mike is right on. I have operated a center in the DR for almost 8 years and the labor laws and employees trying to take advantage of it is a primary concern. You would have to be sure you could hire an office manager who was well versed in Dominican Labor Law and dealing with employees trying to rip you off.

[Nopayof]

Thanks MrMike for the reply. But I'm wandering what would those labor laws entail and would it allow me to have user's in a "Work from Home" type setup where the workers would have phones set up at their home along with a laptop and as long as they have internet calls could be easily routed to their specific skill set. I'm just thinking of creative ways to start initially without incurring a major investment on commercial space and the build out, etc....

[baritkello]

OK, here are the reasons this has not been done very much:

1) Noise: The DR is a very loud place, finding a quiet place to have a phone conversation is a challenge for all of us. For most of your employees, home is NOT this place.

2) Power: The electrical power comes and goes a lot, pretty much daily for people in the economic class that call center employees are drawn from. So aside from providing your employees with broadband and computer equipment, (they will not have these things) you will also have to invest in their electrical situation and provide inverters. AND you will have to find a way to motivate them not to sell this stuff the minute you turn your back (and claim it was stolen)

3) Supervision: Many DR employees come into any employment situation with no intention whatsoever of making their wages and being happy, but rather they start thinking about how to take advantage from day 1. If they are working from home they will have little or no supervision and can be VERY inventive when it comes to thinking of ways to supplement their income.

[Janny2006]

Mike: per #3, dominican employees taking advantage -- i don't believe you. i demand you provide factual stories as evidence (and our entertainment!)

[baritkello]

Adrian,

I would be glad to discuss this over drinks sometime, but I am sure that more important issues would require our attention at such a time.

Here though, I have some issues with going into details:

1) Don't know where to start
2) Some of these activities are highly illegal and I don't want to give anyone ideas
3) making all these numbered bullet point lists is making me feel like an anal-retentive asshole.

But yes, I did catch the sarcasm, and someday when I'm in the mood (and statutes of limitations kick in) I may have some anecdotes to share.

[Cinzomzm]

You are getting good advice. Supervising local staff is a daily minute by minute requirement MOST of the time. You have to retrain, remind, instruct and be on top of them every day all day.

Working from home is NOT an option for you.

[TaliaJack]

Thanks MrMike for the reply. But I'm wandering what would those labor laws entail and would it allow me to have user's in a "Work from Home" type setup where the workers would have phones set up at their home along with a laptop and as long as they have internet calls could be easily routed to their specific skill set. I'm just thinking of creative ways to start initially without incurring a major investment on commercial space and the build out, etc....

Click the Sticky link for an overview DR Labor Law by Fabio Guzman.

Overview of Dominican Labor Law

[Cinzomzm]

Good link. HOwever always remember that the overview is very simplified. The labor code here is very complicated, subject to interpretation and almost always errs on the side of the employee!!!!

It is territorial in nature and thus almost everyone is covered whether a legal employee or NOT.

[ireleda]

Hey, email me direct, I am in the process of doing a small call center as well, mitch107@yahoo.com