Call Center Outsourcing Dubai, 16+ Years, 100M+ Customer Interactions

More than 100 million customer interactions managed. Sixteen years in the UAE market, trusted by banks, hospitals, retailers, government and Fortune 500 & 1000 firms. IBT is recognized as one of the top call center outsourcing partner in Dubai, Abu Dhabi, Sharjah and across the Middle East. With 2,000+ multilingual agents working around the clock, 24 hours a day, 365 days a year, “we keep businesses connected.” Clients rely on us to scale smoothly, strengthen loyalty and keep customers engaged without long waits.

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what we offer

Tailored Call Center Outsourcing Services Offered by IBT

Great call center outsourcing never comes from a one-size-fits-all script. It’s built around real context; The shopper chasing a late-night refund, a patient in Sharjah trying to confirm an appointment, a banking client in Dubai waiting for urgent help. IBT has spent over 16+ years refining call center solutions across the UAE and Middle East. IBT’s multilingual customer handling teams make sure every interaction feels, “human, on-brand and delivered with professionalism”.

Inbound Call Center

Inbound Call Center Services in Dubai need more than scripts. At IBT, we manage high call volumes with real care - order tracking, onboarding, or urgent support. Using IVR systems and quality checks, our teams make sure retailers, banks and healthcare providers keep customers served, not waiting.

Complaint Management

Complaint Management isn’t just about logging issues. At IBT Dubai “we track, escalate and resolve with proper monitoring tools and satisfaction checks.” Telecom brands, retailers and service companies trust us to turn frustrated customers into long-term loyal ones.

Call Answering Services

IBT’s Call Answering in Dubai runs all day, every day, in multiple languages. From a hotline in Abu Dhabi to a new business in Sharjah, our agents answer quickly, route calls smartly and keep interactions human. That means fewer queues and faster resolution.

Call Center Leasing

IBT’s Call Center Leasing in Dubai gives scale without heavy costs. Firms in Abu Dhabi, Sharjah and across the Middle East use our workforce systems, omnichannel tools and analytics dashboards to handle peak traffic. It’s a quick way to expand capacity without extra overhead.

Virtual Reception

With Virtual Reception in the UAE, IBT works like your front desk; Calls, client greetings, bookings, “all handled by trained agents for real estate, healthcare and hospitality.” Integrated with CRM and ACD systems, it gives both startups and large firms a consistent professional image across the Middle East.

Appointment Booking

Appointment Booking is critical for healthcare, real estate and finance. IBT’s UAE-based call center teams use, “automated answering, routing and bilingual support to manage schedules smoothly.” Leads, patients and clients get quick confirmations and reminders; While your team saves time and reduces no-shows.

Why Outsource

IBT’s Focus as Leading Call Center Company in Dubai!

For over 16 years, “IBT has been the call center outsourcing company trusted by UAE government agencies, Fortune 500 enterprises and fast-scaling local businesses”. With more than 100+ million customer interactions handled, 2,000+ multilingual agents on staff and proven results across industries, we deliver measurable impact that sets us apart from every other provider in Dubai and the wider Middle East.

100M+ Customer Interactions

97% Call Satisfaction Rate

8/10 Calls Solved on 1st Call

Opt Dubai-Based Call Center Outsourcing Services from IBT

In customer service, location still counts. Having your call center right in Dubai means you’re positioned in the UAE’s busiest commercial hub, closely tied to Abu Dhabi, Sharjah and the wider Middle East. IBT runs a team of more than 2,000 multilingual agents; Arabic, English, Hindi, Urdu and more, “delivering support that feels local, personal & fast.” For companies serving diverse markets, we’re the partner built for cultural understanding and long-term scale.

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160

Years of
Experience

10000

trusted
clients

13000

SUCCESSFULLY
PROJECTS

1000

Million
Interaction

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Benefits of Outsourcing Call Center Requirements to IBT

IBT’s call center outsourcing is built for businesses in Dubai, Abu Dhabi, Sharjah and across the Middle East that need scale without compromise. With advanced contact center solutions, omnichannel platforms and multilingual call support, we help companies improve resolution speed, customer satisfaction and overall brand reputation. Outsourcing with IBT means saving cost while gaining depth, technology and regional expertise no in-house setup can match.

Inbound Call Handling

IBT’s inbound call center services in Dubai,UAE use, “IVR systems, call routing and queue management strategies to deliver real-time resolutions.” From eCommerce order tracking to healthcare appointment requests; IBT ensures professional call handlers manage every inquiry.

Call Quality Assurance

IBT leverages call monitoring tools and quality assurance frameworks to evaluate live agent interaction, repeat caller identification, and customer satisfaction tracking. This ensures every customer touchpoint meets the highest service benchmarks and keeps your brand voice consistent.

Workforce Management System

Our workforce management solutions balance peak call traffic with agent availability. By tracking live agent status, queue times, and ticket closures, IBT helps businesses in Dubai and Abu Dhabi manage call centers efficiently without overstaffing or missed calls.

360° Omnichannel Support

We provide customer interaction hubs that span voice, email, chat, SMS and social media. Businesses across retail, banking, and government in the UAE use IBT to deliver consistent, interactive customer service across all channels with seamless integration

Detailed Call Center Analytics

We provide contact center analytics that track call resolution speed, frequent inquiries, customer feedback and conversation topics. Companies gain real-time visibility into performance metrics, which allows for proactive adjustments and stronger decision-making at every operational level.

Multilingual Call Center Agents

IBT’s 2,000+ bilingual and multilingual agents cover Arabic, English, Hindi, Urdu, and more. From Sharjah retailers to Dubai government hotlines, we ensure personalized customer care that respects cultural nuance and language preference across the Middle East.

what we offer

Industies we serve as call center services

For over 16 years, IBT has delivered tailored call center outsourcing solutions to banks, hospitals, retailers, government agencies and Fortune 500 companies in the Middle East. Our dedicated teams manage millions of multilingual interactions annually, driving satisfaction and efficiency across diverse industries with proven performance and measurable results.

Government

Multilingual, secure support with compliance-first workflows built for citizen engagement and public service efficiency.

Real Estate

We simplify lead handling, virtual support and onboarding for keeping property managers focused on closing deals, not admin.

Food & Beverages

Customer care outsourcing that boosts guest experience, order tracking and back-office accuracy, without eating into your margins.

Events & Exhibitions

Remote staffing, attendee support and ticketing operations handled end-to-end so your events run without hiccups.

Automobile

After-sales service, inbound queries and lead management made smooth, helping dealerships sell more, while we support behind the scenes.

Healthcare

HIPAA-compliant patient care, claims and virtual reception handled with sensitivity, speed and zero margin for error.

Hospitality

24/7 multilingual guest support, reservation help and feedback handling that upgrade guest experiences, even before check-in.

Consulting & Professional Services

Time tracking, helpdesk and task support that free up consultants to focus on what they do best.

Banking &
Fintech

We process KYC, manage secure data and deliver omnichannel customer care that builds trust with every click.

Education

From student admissions to inquiry handling, our BPO support boosts admin capacity and improves student satisfaction.

Insurance

Claims, verification and customer support services that reduce delays, improve turnaround and elevate policyholder confidence.

Retail

Omnichannel assistance, order tracking and product queries managed seamlessly - so your customers shop happy and return often.

Technology & Telecom

IT support, infrastructure monitoring and ticket resolution built for scale, uptime and service excellence.

FMCG

Inventory support, distributor coordination and customer helplines help manage volume and maintain service quality.

Entertainment

Fan support, subscription management and digital experience assistance improve audience engagement and retention.

Manufacturing

Vendor communication, order processing and remote helpdesk support boost operational flow and production efficiency.

Projects Done

Our Latest Projects

We are specialists in both economics and information technologies and we apply our full range of talent to creating the perfect solution for each client’s needs.

Reducing Order Errors for a Leading Food Chain

Elevating Customer Care for a Top E-Commerce Brand

Building Loyalty and Retention for a Retail Group

Transforming Citizen Engagement for a Government Sector

IBT’s Call Center Services FAQ's!

How quickly can IBT set up a dedicated inbound or outbound call center team for my business?

The majority of UAE companies with whom we collaborate see their committed staff go live in a matter of weeks rather than months. Our call centre setup in Dubai is supported by advanced call routing, ready-to-deploy multilingual agents and tested onboarding procedures. We swiftly adjust scale and structure without compromising service quality or compliance, whether it's for outbound campaigns or inbound support.

Can IBT’s multilingual call center agents handle both customer support and revenue-focused tasks like lead generation or upselling?

Indeed. In addition to ticket resolution, our more than "1,000 agents in Dubai and the Middle East have received additional training." Along with handling complaints & managing enquiries, they also spearhead sales-oriented initiatives like lead qualification, upselling and cross-selling. Your call centre outsourcing investment will cover both, "customer service & quantifiable revenue growth because of this dual focus."

How does IBT ensure call quality assurance and compliance with UAE data protection regulations?

We integrate ISO-compliant infrastructure with live call monitoring, call quality audits, and feedback loops. Every conversation is recorded, examined and compliant with UAE data protection regulations. We use encryption & role-based access controls for clients in regulated industries like, "banking, healthcare and government, guaranteeing compliance while preserving a personalised customer service experience."

What cost advantages does outsourcing call center services to IBT in Dubai bring compared to building an in-house setup?

We handle more than 2,000+ agents on your behalf, so there are no overhead costs for infrastructure or personnel.
Adaptable models that change in size according to the volume of calls.
shared, license-free access to cutting-edge call centre platforms.
monthly spending that is predictable as opposed to varying internally.

Businesses can now reinvest in expansion rather than, "back-office upkeep thanks to these savings."

How does IBT integrate its call center solutions with my existing CRM or business workflow?

Integration is a part of every setup; Top ticketing platforms, ERP systems and CRMs are all directly accessible to our call centre teams in Dubai. This suggests that all of your current workflow's, "phone calls, emails and chats are being recorded in real time." For businesses in the financial services, healthcare & E-Commerce industries, this seamless integration preserves data synchronisation and end-to-end visibility of customer journeys.

Can IBT scale call center operations quickly during seasonal peaks or unexpected surges in call volumes?

Yes; With a workforce management system and predictive analytics, we ramp up call center capacity during high-demand periods. Retailers in Dubai use IBT during, "holiday spikes, airlines during travel season and healthcare providers during public health surges." Our multilingual agents and flexible scheduling allow us to expand teams quickly without downtime.

What kind of SLA guarantees does IBT provide for response time, first-call resolution, and customer satisfaction rates?

First-call resolution for 8 out of 10 inquiries.
97% customer satisfaction across industries.
SLA-bound response time within seconds.
24/7/365 availability in Dubai, Abu Dhabi, Sharjah, and wider UAE.

These guarantees aren’t targets. They’re tracked, documented, and delivered consistently - the reason UAE government entities and Fortune 500 & 1000 firms trust IBT’s call center outsourcing.