A Brief on How IBT Transformed Citizen Engagement

Challenge:

Aleading government department in the Middle East was struggling to manage high call volumes and long response times. Citizens often experienced delays, repeated transfers and inconsistent information.

With rising expectations for faster service, the department needed a partner who could bring efficiency, accuracy and empathy to every interaction while meeting strict compliance and data security standards.

Solution:

IBT partnered with the department to establish a 24/7 multilingual customer support operation. Our specialized agents were trained in government communication protocols and equipped with AI-assisted tools for ticket routing and response tracking.

We implemented an advanced CRM system for seamless case management and introduced periodic Quality Assurance audits to maintain service precision.

“Working with ZikZag is always an absolute joy, both personally and professionally. Tommy is an amazing speaker; her experience, expertise and genuine passion for what she does is obvious in every word he says.”

Emmy Barton

client of company

“Choosing online studies was the best way to do it – the internet is fast, cheap & popular and it’s easy to communicate in social media with native speakers.”