Major companies look for major call centers. In DR, big callcenters are in "Zonas Francas", which give them some key advantages. If you want to catch the big fish, you should start by finding out how to get into a Zona Franca. I hear some companies have left during the last few years, so there may be some vacant facilities.
Then there are the medium and small callcenters, that work with medium and small companies, mostly doing outbound calls to potential customer (you know, like spam over the phone). For this kind of callcenter you need to provide things yourself. Things like 24/7 electric power and big internet bandwidth are not going to be provided and guaranteed to you like in zonas francas. Then you need computers, and both a PBX and ACD software capable of handling the job.
And last but not least, you need to know how to deal with employees. Callcenter employees in DR are mostly not your regular employee. To work at a callcenter you need bilingual employees, yes, but this is DR and there are not many bilingual people looking for a job at the bottom of the salary ladder. Unless, of course, they are deportees. Lots and lots of deportees work at callcenters in DR. That is OK, people deserve second chances, but you need to be aware of the fact you will need tight security also, because some of them might not value that second chance. Big callcenters in DR have very strict security procedures to handle both outside and inside threats.
The company I work for used to provide PBX, ACD and video survillance systems to some callcenter in the San Isidro zona franca, in SD. So I've been to some of these. These things are huge. During recent years, some of the big companies have decided to switch from local operations to completely imported operations, meaning they get callcenter outsourcers to bring their whole operations to DR, including hardware, software and management employees, and then take advantage of cheap labor.
One last word, callcenters are a decaying business. Automation, internet and especially social media are taking many seats from callcenters. Online self help is becoming more and more popular. That is not to say callcenters won't be needed in the future, it just means the business if going to get tougher.
