American CX firm Horatio unveiled a large contact center in Santo Domingo, Dominican Republic.
The new facility, spanning over 10,700 square meters, will create 2,500 new jobs and further strengthen Horatio’s Caribbean presence.
Horatio, known for its emphasis on maintaining a “human touch” in customer service, believes that technology alone cannot replicate the warmth and empathy of human interaction.
This approach to CX is evident in the company’s new facilities, which include a gym, personal trainers, daycare, yoga and meditation classes, psychologists, game rooms and meals with daily snacks. Additionally, on-site English teachers will provide training for employees.
This latest expansion marks Horatio’s second facility in the Dominican Republic since its inception in 2019. The New York City-based BPO firm boasts a remarkably low monthly attrition rate of 1.4%.
“Today, we stand here not just as a company but as a testament to innovation, perseverance, and an unbreakable spirit of growth,” said Herrera Pablo, Horatio’s chief in the Dominican Republic.
With 1,500 employees across offices in Colombia, Europe, Singapore, Australia and the United States, Horatio continues to expand its global reach.
The company’s Bogotá office specializes in content moderation services, a controversial field due to the potential emotional and psychological impact on content moderators. In April, Kenyan content moderators filed a lawsuit against Facebook, alleging that the job caused them to develop post-traumatic stress disorder.