society

First exclusive Emirati call centre launched

UAE Exchange launches the service as a direct channel to interact with their Emirati customers

Staff Report
15:03 December 24, 2017

Dubai: The UAE Exchange has launched its first all-exclusive Emirati call centre in the UAE, it was announced on Sunday.

The new call centre is designed for outbound operations within the country where a team of skilled and trained Emirati customer service representatives will engage in audience outreach activities to better understand the Emirati customers’ requirements and expectations.

The global money transfer, foreign exchange and payment solutions brand said the new centre will operate from the UAE Exchange Nakheel branch in Ras Al Khaimah.

The UAE Exchange will use the insights gained from these conversations to enhance the customers’ experience by leveraging brand, business and customer service opportunities. The centre’s team will also conduct customer satisfaction surveys, to get feedback on facilities and services offered by the brand.

Promoth Manghat, CEO, UAE Exchange Group, said the call centre was launched to boost Emiratisation while delivering superior service.

“The launch of an all-exclusive Emirati call centre is another step in our commitment towards supporting the UAE Vision 2021 National Agenda. This unique call centre is an additional customer touchpoint that complements our current outreach programme for Emirati customers, and also reinforces our Emiratisation efforts by providing different opportunities to further develop the Emirati workforce,” he said.

The Emirati call centre operates from 9am to 6pm, Sunday through Thursday. The other regular call centres of UAE Exchange function 24/7 across its global operations and is staffed with multi-cultural teams, trained to address inbound calls related to general and case-based queries.

Abdul Kareem Al Kayed, country head for the UAE Exchange, said the introduction of the Emirati call centre is an extension of our programmes aimed specifically at Arab customers.

“The call centre provides a direct channel to interact with our Emirati customers, giving us an opportunity to proactively reach out to them on a one-to-one basis. The knowledge obtained from these targeted outreach activities will enable us to continuously innovate and enhance our products and service offerings as per the customers’ evolving requirements,” he said.