El año 2020 fue un año de grandes retos debido a la pandemia ocasionada por el COVID-19, a pesar de esto el sector de atención al cliente bajo el régimen de zonas francas tuvo un notable crecimiento es su plantilla de colaboradores dinamizando la economía de la República Dominicana.
David Crow, coordinador general del Clúster de Call Centers & Business Process Outsourcing (CC&BPOs) que opera bajo la sombrilla de la Asociación Dominicana de Zonas Francas (ADOZONA), asegura que durante este tiempo de incertidumbre se logró mantenerse activo y servirle pese a las grandes dificultades, generando una capacidad de adaptación donde se alinearon la transformación digital e incrementando los números de colaboradores inmersos en la modalidad del trabajo remoto, como nos comenta el Coordinador General del Clúster.
En la actualidad el grupo de empresas miembros del Clúster de CC&BPOs ha generado más de 26 mil empleos directos en la República Dominicana, y ha adicionado empleos indirectos, una cifra que supera los 50 mil. Estos empleos directos superan en compensación la media nacional y proveen una fuente de bienestar para la familia dominicana.
Hoy en día estas empresas representan un crecimiento constante, excediendo un histórico 10% anual de la demanda, para convertirse en la cuarta actividad de Zonas Francas que genera más empleos en la actualidad.
De igual manera, la pandemia ha traído nuevas oportunidades al sector dando soporte y servicios en la aceleración de la transformación digital de las industrias de los países desarrollados. Por tanto, el sector ha recibido una nueva demanda de clientes y servicios saliendo de algunas regiones, que, por la pandemia, aumento de los riesgos de subcontratación en ciertos países.
Actualmente las empresas miembros del Clúster CC&BPOs bajo el régimen de zonas francas cuenta con 77 empresas, ubicadas principalmente en Santo Domingo y Santiago, pero esto no ha frenado la expansión de los servicios en el territorio nacional con la contratación de colaboradores remoto, a raíz de la Resolución de Teletrabajo 23-2020, creada para asegurar el fortalecimiento de la nueva modalidad.
Estas cifras evidencian la tendencia al crecimiento, aún en circunstancias de riesgos como las que vive el mundo actualmente. Este desarrollo ha permitido que los directivos puedan hacer inversiones de hasta US$270 millones en infraestructura, tecnología, publicidad, empleos y servicios generales.
De igual forma han registrado contribuciones al Estado, en temas de seguridad social, Infotep y telecomunicaciones de aproximadamente RD$2,205 millones anualmente.
Los estándares que registra las empresas miembros del Clúster CC&BPOs permiten, no solamente ser una importante fuente de ingresos para sus colaboradores, sino también brindar la oportunidad de su capacitación, para que puedan fortalecer o desarrollar nuevas habilidades, fomentando así su crecimiento profesional y experiencia laboral, expandiendo sus horizontes.
De igual forma el Clúster de CC & BPO ha sido una pieza clave, en estos tiempos vulnerables, para que familias con ingresos reducidos o inexistentes, puedan superar la línea de la pobreza, puedan apostar al progreso y crear o incrementar sus oportunidades de crecimiento.
¿Qué es el Clúster de CC & BPOs?
Hace 8 años el Clúster CC & BPOs fue formado para dinamizar el sector y su impacto económico en la República Dominicana con el compromiso de brindar a cada joven dominicano la oportunidad de crecer dentro de una industria innovadora para el sector servicio.
Se estableció en República Dominicana con el objetivo de innovar y garantizar a todo el sector servicio, la seguridad de una industria capacitada y comprometida. Formando parte del desarrollo económico del sector servicio y del país, brindando a todos los mercados del hemisferio la oportunidad de trabajar y crecer junto a nosotros.
Este clúster está conformado por empresas de procedencia dominicana, así como multinacionales que se dedican al servicio de atención al cliente. Las mismas han proporcionado una fuente de trabajo importante para los jóvenes de la República Dominicana, siendo base de las primeras experiencias laborales de quienes se insertan al mundo universitario.
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