Customer Experience Management
Becomes Priority
Are You Ready To Embrace it?
Outsourcing
We Serve
Outsourcing
End-to-End Outsourcing Solutions by IBT
Since 2009, IBT’s been powering outsourcing services across the Middle East and well beyond. From call center outsourcing to customer service outsourcing to back-office operations, front-office operations we manage outsourcing services across all industries.
Call Center
Outsourcing
Customer Care
Outsourcing
Inbound Call
Outsourcing
Live Chat
Outsourcing
IT Outsourcing
Services
Proven Excellence in Call Center Services
We’ve handled 100 million+ customer interactions since we began our operations.
What’s more? We hit a 98% First Call Resolution rate – and solve 8 out of 10 queries without bouncing the call to someone else.
Using internal SOPs and a deep dive into our client’s business DNA, we often understand their needs even better than they do. No matter the complexity – we’ve likely already solved it.
Excellence in Customer Care Services
With CSAT above 90% and FCR over 85%, our customer care center outsourcing solutions keep interactions smooth. From UAE Government, Banking Sector, Retail, Manufacturing, FMCG to global SMEs, we handle 3 million conversations each month across chat, voice and email using tools like Meta, Zendesk and Freshdesk. It’s built for trust and ROI.
Expert Inbound Call Center Services
High call volumes? No sweat. Our inbound call center outsourcing services guarantee 99.9% uptime and full SLA compliance. We’re available 24 x 7 x 365 days with multilingual agents, real-time dashboards and a laser focus on 30% faster response times and better CX outcomes.
Live Chat with Expertise and Innovation
In today’s fast-paced digital world, customers expect instant, personalized support. At IBT, we provide live chat outsourcing services that help businesses respond to customer inquiries in real-time, improve conversion rates, and deliver a seamless online experience on all chat platforms including Live Chat, WhatsApp, Social Media Messengers.
Your Business with Expert IT Services
IBT is the go-to IT outsourcing company in UAE for scaling infrastructure fast. We deliver 80% quicker implementations and cut ops costs by 20%. Whether it’s cybersecurity, cloud services, or full-scale IT helpdesk outsourcing, we turn messy IT problems into seamless workflows.
Industries Served by IBT as No. 1 BPO Company in Middle East
WHY Choose IBT to Outsource BPO Needs in the Middle East?
With over 15 years of experience in outsourcing services, IBT has become the go-to partner for governments, enterprises and SMEs across the Middle East. We’ve built trust on consistency and scaled with precision – making us the No. 1 BPO company in the Middle East region.
Our 2000+ experts work behind the scenes to deliver reliable, secure operations backed by ISO 9001 and ISO 27001 standards. Whether it’s customer support, technical helpdesk, or HR processing – our approach fits around your business goals, not the other way around.
Let’s your in-house team focus on growth while we manage support.
Provides multilingual support round the clock, with UAE-based expertise.
The Values That Power IBT as a Leading BPO Company
Agility
Innovation
Integrity
Dependability
Passion
Your business matters to us - that’s why every support call or data task is treated like mission-critical.
Meritocracy & Fairplay
We build teams based on talent, not titles - promoting fairness, growth and outcomes that benefit everyone involved.
Experience
clients
PROJECTS
Interaction
IBT’s BPO Solutions FAQs
How does IBT ensure data security with compliance across BPO operations?
IBT follows strict ISO 9001 & ISO 27001 frameworks to keep your data protected/processes aligned, “whether it’s HR outsourcing, technical support, or data entry;” We apply role-based access, real-time analytics and SLA-aligned controls. It’s all built to reduce risk and meet compliance standards across sectors like, “healthcare, banking and government.”
What makes IBT different from other BPO service providers in Dubai or the Middle East?
We offer more than just manpower; IBT blends AI-powered platforms, workflow automation and 15+ years of BPO expertise into every solution. We don’t just handle your ops, we optimize them for speed, CX and business scalability; And our delivery’s flexible, fast and built to keep you ahead.
What onboarding or transition process does IBT follow for new BPO clients?
Here’s how it typically flows:
- Step 1: Discovery and goals mapping
- Step 2: Audit existing process - define KPIs
- Step 3: SOP creation and team planning
- Step 4: Systems setup (Salesforce, HubSpot, Zendesk etc.)
- Step 5: Soft launch and go-live tracking
We make the shift feel seamless, "without any business disruptions."
Can IBT provide scalable BPO support tailored to fast-growing startups or SMEs?
Absolutely; IBT's BPO models grow with your needs; "Whether it’s back-office operations, virtual receptionists or inbound customer service." We build lean and scalable teams fast. With 2000+ trained remote agents & smart routing systems, we help SMEs cut costs that improves support without slowing down business operations.
Which tools, platforms, or CRMs does IBT integrate with out of the box?
We work with:
- CRMs: Salesforce, HubSpot, Zoho
- Support Tools: Freshdesk, Zendesk, Intercom
- AI and automation: ChatGPT bots, ticket workflows
- Knowledge systems: Internal portals, self-service bases
These tools help speed up operations, reduce manual tasks and elevate the end customer experience.
How quickly can IBT deploy trained agents or Technical support staff for my business needs?
We can usually deploy within 5 - 10 working days; With teams based in the UAE, Saudi Arabia, Egypt and India, and 2000+ Professionals on standby. Our training programs focus on first-call resolution, accuracy & speed; So, support is ready to go almost immediately.
What kind of performance metrics or SLAs does IBT commit to in its service agreements?
Our SLAs cover:
- Ticket resolution times
- FCR (first call resolution)
- Uptime (guaranteed 99.9%)
- Customer satisfaction (CSAT) targets
We also use real-time dashboards and KPI tracking tools to keep everything transparent and on track.
