Customer Service Outsourcing Dubai, 100M+ Queries Resolved
IBT delivers end-to-end customer service outsourcing across Dubai and the UAE, blending multilingual agents, AI-enhanced workflows and KPI-driven processes. From inquiry resolution to technical troubleshooting, our teams handle voice, email, chat and social with SLA precision. Reduce overhead, improve CSAT and scale effortlessly across peak seasons. We focus on speed, accuracy and brand alignment – so every customer interaction reinforces loyalty and trust.
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UAE-Based Customer Service Outsourcing Solutions
IBT provides enterprise-grade customer service outsourcing across Dubai, Sharjah and Abu Dhabi. Our multilingual agents manage voice, chat and email support with SLA-backed precision, AI-powered workflows and deep regional understanding. From retail to healthcare, our services reduce churn, boost CSAT and deliver always-on support tailored to UAE market dynamics, customer preferences and compliance-driven CX excellence.
IBT’s Focus as Leading Customer Service Outsourcing Firm
IBT is the trusted customer service outsourcing partner for enterprises across Dubai, Sharjah, and Abu Dhabi – delivering consistent, multilingual customer service through voice, email, chat and AI-powered automation. With 16+ years of BPO expertise, ISO-certified processes and 24/7 support coverage, we drive CSAT, reduce AHT and ensure seamless brand representation. Our hybrid teams combine empathy, efficiency and technology to elevate customer experience at every touchpoint.
100M+ Customer Interactions
97% Call Satisfaction Rate
8/10 Calls Solved on 1st Call
Dubai-Based Customer Service Outsourcing Built for Speed, Scale & CX Precision



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Proven Benefits of Customer Service Outsourcing with IBT
End-to-End CX Lifecycle
IBT ensures seamless customer service flows - from first contact to resolution - using CRM integrations, predictive routing, and intent analysis to minimize friction and personalize experiences across voice, chat, email and social channels.
24/7 Workforce Scalability
We dynamically scale support operations using AI-powered Workforce Management (WFM) systems, ensuring SLA adherence and agent availability during demand spikes across retail peaks, public service surges, or crisis scenarios.
Compliance-Backed Operation Security
IBT maintains GDPR, ISO 27001, and UAE-specific data regulations compliance. Our encrypted platforms and role-based access systems protect sensitive customer data and ensure secure service delivery at every touchpoint.






Multilingual Agent Pools
Our agents support Arabic, English, Hindi, and French - ideal for the UAE’s multilingual demographic. We scale your outreach with localized nuance, brand consistency and exceptional customer satisfaction scores across regions and industries.
AI-Driven Resolution
Leverage smart intent detection, conversational AI, and real-time sentiment analytics to enhance first contact resolution (FCR), reduce escalations and boost long-term customer loyalty with every interaction.
Advanced Reporting & SLA Intelligence
Monitor real-time performance via smart dashboards. Our analytics suite includes agent KPIs, CSAT trends and SLA breach alerts - empowering data-driven decision-making across all customer service channels.
Industry-Driven Customer Service Outsourcing in the UAE
IBT specializes in customer service outsourcing across finance, healthcare, retail, eCommerce, government and telecom. Our vertical-specific solutions ensure compliance, CX accuracy and operational excellence – powered by AI, automation, and trained domain experts, tailored to industry regulations and customer expectations throughout Dubai, Sharjah and Abu Dhabi.
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.
IBT’s UAE Customer Service Outsourcing FAQs
What’s included in customer service outsourcing solutions?
Customer service outsourcing includes handling voice, email, chat and social media inquiries. Services typically cover order support, product questions, issue resolution, appointment booking and CRM updates. Providers like IBT offer multilingual agents, performance monitoring and integration with your tools to enhance response times and customer satisfaction. Businesses benefit from reduced costs, 24/7 availability and scalability without compromising brand voice or quality.
How does IBT ensure service quality in outsourced support?
IBT uses a robust QA framework including call scoring, real-time monitoring, and customer satisfaction surveys. 2000+ agents undergo domain-specific training, while supervisors track KPIs like first contact resolution (FCR) and average handle time (AHT). Regular coaching sessions, AI-driven insights, and ISO-certified processes ensure consistent excellence. This framework guarantees IBT’s UAE clients maintain high CSAT scores and deliver outstanding service experiences across all channels.
What are the advantages of outsourcing customer service?
Outsourcing customer service offers strategic and financial benefits:
- Cost savings: Lower overhead, office space and staffing expenses
- Scalability: Easily expand during high demand periods
- 24/7 coverage: Never miss an opportunity
- Multilingual support: Serve diverse customer bases
- Advanced tools: Integrate AI, analytics and CRMs
- Quality control: Monitor KPIs and compliance
It allows brands to stay responsive, agile and globally competitive.
Is customer service outsourcing suitable for small businesses?
Absolutely. IBT customizes outsourcing models for SMEs, ensuring affordability without sacrificing quality. Small businesses can access trained agents, CRM integrations and omnichannel support. Outsourcing also frees up internal teams to focus on sales or product development. With shared or dedicated agents, startups and SMEs in Dubai and Sharjah scale their customer operations smartly - avoiding overhead while delivering professional, consistent customer care.
How secure is outsourced customer communication with IBT?
Data security is a top priority. IBT complies with GDPR and UAE data laws, offering encrypted communication, role-based access and secure cloud storage.
- ISO/IEC 27001 certified infrastructure
- Biometric agent authentication
- Regular audits and penetration testing
- Secure VPN and device policies
- Client-specific NDA compliance
These measures ensure customer data stays protected across every interaction - voice, chat, or email.