How To Find The Right Call Centre In Dubai

Finding the right call center in Dubai is a complicated process. There are various components to consider including per-seat cost, management team, effectiveness, and ROI. When there are many players in the industry, and the competition is tough, there are a few key factors that clients can look for. These may include the service quality of the company, the customer bench that they hold, their ability to scale up and their willingness to develop strategic relationships. 

The vision of the company

While often an overlooked component, making sure that the company’s vision is on par with yours is important. That is because you want to work with a brand that’s committed to helping you grow. Vision comes as a primary driver of that growth. That’s why some of the top Dubai call center companies like Data Direct establish an overarching vision that stimulates growth for the company. 

Size and flexibility of the team

It’s important to work with someone that really understands the value of size and flexibility. A team size that can handle projects big and small are in the best shape to produce effective results. Flexibility comes in the form of peak volume seasons as well, which means that these call center companies must be ready to provide high uptime and quality during these peaks. 

Technologically inclined

Call center companies that are more tech-savvy, including cloud, CRM, and data mining, are the ones that are best to work with. Dubai call center companies have been at the cutting edge of innovation when it comes to tech, which is why clients work with them. Companies like Data Direct, have been at the forefront of customer-oriented tech integrations. 

Business-oriented approach

There are many call centers that operate as a standalone seat-phone oriented approach. Few of the top ones are focused on understanding your business from the ground up. These are the companies that you should work with. Companies that understand your business model and connect with you from an ROI and business approach are the ones that clients appreciate working with. 

Team effectiveness

Dubai call center companies are some of the best in the region when it comes to the effectiveness of teams. You can do a few test-runs and measure their effectiveness closely while drawing insights. Companies are transparent with their approach and effective in their execution. 

Why There Is A Need For Outsourcing Work?

No matter how big or small the organization is it cannot do everything on its own. There are certain things that some organizations, especially digital advertising agencies and BPOs have to outsource.

 

More often than not outsourcing is considered to be one the direct outcomes of globalisation. When the various countries put down their quotas and got away the tax barriers they imposed on products and services coming from other countries, outsourcing became as common as it is today especially with Enterprise content management system.

Now, of course, the idea of outsourcing has become much more organised. Companies now spread their operations globally in order to expand productivity. This is mainly because these companies hold their operations and function in multiple countries and are called Multi-National companies.

The idea of outsourcing work is becoming increasingly popular in developing countries like India, Pakistan, and Bangladesh because it directly converts into employment opportunities. The base of the organization might be in US, Canada, or UK but it allows individuals from these countries to work for multinationals. Moreover, it is equally good for these multinationals as developing countries also provide cheap labour. So, for example, a company manufactures cars. The technology it would require would be outsourced from North Europe/US or Germany. For the spare parts, the go-to country would be China. And once the product is made and sold the after sale service is mostly provided by countries where there is cheap labour and the youth is fluent in English.

Top Call Center Outsourcing Companies In Dubai

There are many call center outsourcing companies in Dubai, but many of them may not have the best quality offerings. Companies must be aware of all the pros of cons of many of these companies and invest in a good partner that has a long-standing relationship with your industry.

When you opt for the best, you can focus on expanding your business and get real-time data from your call centre in Dubai. Some of these companies also provide services in enterprise document management, which is a great complementary tool to have when rapidly growing your company.   

Here are some of the top call center outsourcing companies in Dubai – 

#1 Data Direct – Data Direct is one of the best call center outsourcing companies in Dubai. Their top-notch team, focus on customer service and understanding of deep consumer insights make them a great company to work with. They also offer enterprise document management systems that have been proven to improve the bottom line of clients across a myriad of the industry. Their industry knowledge, innovation-focused mindset, and customer ready-team make them the perfect partner for your call center outsourcing needs. They have a solid reputation in Dubai and have been leaders in the space for many years now. Data Direct is regarded as one of the premier partners in call-center outsourcing. 

#2 Process UAE – The region has become a key business hub and that’s a key advantage for Process. It aims to facilitate the surge of business in UAE, by providing long-term support and solutions for call center management. They handle all formalities, legalities, and transactions necessary to pursue with business. They have a well-rounded approach, providing Call Centre Solutions, IT Support Services and Event Organization to add value. They also have operations in many cities across the region and have multinational clients in major industries. 

#3 TASC Outsourcing – The organization offers cost-effective call-center solutions for clients. Customer support and assistance, along with open lines of communication, are the key offerings by TASC. Maintaining a constant customer support team in-house can be a challenging task, which is why TASC has created a robust team for your outsourcing needs. They provide insights and training to all aspects of the business line and ensure that customer demands are satisfied. TASC is a key provider of outsourcing solutions to multiple organizations in Dubai. 

Why Your Business Need Electronic Documentation Management?

Even now, in almost every company documentation work still belongs to that chunk load of paper work on the desk that HR managers dread to sought. Though electronic document management and cloud management systems have been around for a quite a while, there are a very few organisations that actually use it. Probably because they are still very much susceptible to errors.

In case, you are very much interested in introducing electronic document management system in your company but have your own share doubts then we are here to qualm your doubts.   

Effortless collaboration: No matter how small or big your company is, every one of them requires collaboration of paper work both externally and internally. These electronic management systems help in proper reviewing, authoring, or mending of these documents without causing any major damage. 

Time management: If there is anything that most managers are heavily pressed with then it has to be “time”. Deadlines are always close and work is always never ending.  Electronic documentation management systems help managers to push these documents automatically. This automatically translates to timely submission and improved editing. 

No more hassles of Email: There is no doubt that “email” is more of a blessing as far as record keeping is concerned but it can become a hassle-some if there are just too many emails to maintain. Sometimes they can also lead to security and storage issues. In such case, electronic document management definitely comes across as a way better option. It has way better security and regulates content with much more ease. 

Reliable back-up: Organisations create tons loads of content every single day and most of it not that important. Though, having a back-up of all of them is very much required. EDMS documents and restores all this content with ease and keeps it safe at a one specific location. 

Reduced archiving costs: Managing paperwork is more intensive than creating it; especially if it is in hard copy. EDMS facilitates easy processing, storing, and archiving of large amount f records. This reduce a large chunk of paperwork that you have to handle at the desk and your important data is also secure that way. 

Documentation management has become way easier than it was ever before but as almost everything is stored on the cloud, it is also highly susceptible to foreign agents. While choosing a vendor for your company, make sure that you are bringing the right person on board.

Related:

How To Choose The Best DMS For Your Business?

7 Document Management Trends for 2017

Best Tips To Improve Your Call Centre’s Performance

In today’s world, where customer service is so important, outsourcing your work to a call centre or maintaining an in-house team is imperative. Having a well-structured team and delivering services effectively is mandatory for smooth functioning and eventual success and target overhaul.

Hitting plateaus and suffering due to black days is also very likely common, which can easily bring down the overall performance of the call center. There are some universal issues that all call centres, be it call centre Dubai.

Here are some you can look into immediately if you’re leading a team into customer service and support: 

• Be clear on what your success targets are

Success targets are many and may vary from organisation to organisation. So focus on what’s important, scoring targets, creating a wholesome work environments, overall revenue etc. It is advised to use intrinsic and motivational techniques to push people towards doing their best instead of lighting a fire under them - it may be detrimental instead.

• Have solid performance metrics

Average handling time should be one of the metrics and not a definite or the ultimate one. Tap customer satisfaction levels, lifetime value of customers, new sales etc. One should also revisit various ways to improve such performance – should one install document storage solutions for better tracking or handling of work, how is one measuring conversions etc. One should hit the balance between efficient business costs and revenue generation

• Have a well segmented IVR route for the customers

Customers are more likely to get agitated if they call the central helpline and get connected with the wrong executive. Improve the routing so that matching the customer to the right agent becomes easier and improves customer experience. This can also help increase job satisfaction from the executive’s point of view, since they are able to help the customer with the information they were seeking in the first place.

• Introduce effective flexible working plans 

Having an austere working plan and schedules might introduce discipline but its hard to keep the motivational levels up if there isn’t some flexibility provided to the way an individual functions.

There are certain unavoidable circumstances in which a person may not be able to put in their 100% or not function within the original scope of hours. For such cases, establishing a flexible working scenario where an executive can put in work hours as productively as possible.

How IOT Is Making Work Easier For Corporate Sector?

In a layman’s analogy, Internet of things, which is popularly known as ‘IOT’ refers to a process of connecting technological devices via the Internet. Though the business world largely depends upon technology, it is an Internet of things, which has brought drastic changes in its making. Truth to be told, IOT is not just a crucial part of the corporate world but it has become an indispensable part of everyone’s everyday life. 

According to the latest reports by Gartner Inc., the number of interconnected devices will jump up to 13.5 billion by 2020. Undoubtedly, no other technology has shaken the business world as rigorously as IOT. Here is how the Internet of Things is going to change the corporate world for good.

Some of the undisputed advantages of IOT are listed below. 

Exemplary tracking system      

Most companies depend upon bar-code tracking system for inventory control but thanks to IOT one can connect all the equipment, devices, even products in the same network and track all information without any major problems. In case of any major security issues, IOT security solutions will be there to fix it. Business process management has become much easier with the advent of IOT.   

Better acknowledgment of consumer demands 

All the interconnected devices will open gigabytes of data to track but this will help you fetch in-depth information about your customers and their behaviour. These gritty details about your consumers will help you build your business in the right direction. It is a good idea to use visualising software for processing and analysing. Customer engagement in call center services in UAE has become much more simplified due to IOT services.

Information processing will become way faster 

From traffic lights to public transport, IOT can handle anything in a much better way. With the Internet of things lot in place, you can process the information much faster than you have ever imagined. This means you can connect with your customers at any time and provide them better services. Business growth highly depends on how well you connect with your customers and with IOT you can do that with much ease and agility. 

Savings on production and energy 

Thanks to IOT, energy demands for present-day corporate organisations have decreased by a substantial amount. The machines have got smoother and newer ways to operate and maintenance has also become hassle-free. This means much less expenditure on inventory, which eventually leads to decreased costs.     

What All You Need To Start a Call Center Job?

Gone are the days when people used to wait for the college to finish and then start earning.

Youngsters are much more aware than the previous generation and know the perks of earning and being independent.

Unfortunately, very few know about the various avenues from where they can earn.

Well, if you are somebody who likes to talk to people, working at a BPO is a very good option.

Almost every major company and business process management suite uses BPOs and call centers to connect with their customers.

In case you are really pondering over the idea of going into a call center job, here are a few avenues for you. 

Have an energetic attitude: 

The basic purpose of a BPO service is to solve the problems of current and potential customers. As a customer, you must have come across some agents who are bad or good at handling their job.

Take cue from both the cases and polish your speaking and troubleshooting skills. Try your best to be energetic and have a positive attitude while you are talking to the customer.

If you are really good at your job then you can easily get promoted to the next level in a short period of time.

Good listening skills:

As a call center agent, you must remember that only a good listener can be a good speaker. Representatives at Dubai call center make sure that their agents listen to the query of their customers clearly and then troubleshoot it.

In the very beginning you can have scripts and some cues to read from. Once you get ample experience you can have questions first hand or even take the problems of your colleagues.     

Technical skills are important:

Besides good communication skills, you also need basic knowledge windows, MS-excel, and word to do your job.

You should be able to enter the data quickly so that you can process information easily.