IBT's Customer Experience BPO Solutions, Request a Quote NOW!
With 16+ years of Customer Experience Excellence, IBT has delivered 99% SLA compliance, 97% customer satisfaction and 24/7 multilingual customer experience services – helping over 1000+ UAE brands scale with 2000+ agents onboard to tackling any complexity shared by confidence and precision of 99.9%!
Customer Experience Services Offered by IBT
For more than 16 years, we’ve been helping UAE companies grow without losing their personal touch. Today, our team of over a thousand trained professionals handles more than two million customer interactions every month. We keep SLA compliance above 99%, with first contact resolution averaging 92%. The goal has always been simple – improve customer loyalty while keeping operational costs under control.
Choose Your Best Plan
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.
VIRTUAL
- Agents Allocation (Shared)
- Interactions Limit (250)
- Variable Charges (AED 5)
- Language Support (English, Arabic)
- Type of Interactions Calls, Emails, Chat, WhatsApp
- Reporting Frequency
- Call To Action, Call Forwarding
- SLA (80:20)
- UAE Landline Number (1)
- Team Lead (Shared)
- Quality Analyst (Shared)
- Operations Manager (Shared)
- Basic CRM
- Basic IVR
BASIC
- Agents Allocation (Shared)
- Interactions Limit (1000)
- Variable Charges (AED 5)
- Language Support (English, Arabic)
- Type of Interactions Calls, Emails, Chat, WhatsApp
- Reporting Frequency
- Call To Action, Call Forwarding
- SLA (80:20)
- UAE Landline Number (1)
- Team Lead (Shared)
- Quality Analyst (Shared)
- Operations Manager (Shared)
- Basic CRM
- Basic IVR
STANDARD
- Agents Allocation (Shared)
- Interactions Limit (2000)
- Variable Charges (AED 4)
- Language Support (English, Arabic)
- Type of Interactions Calls, Emails, Chat, WhatsApp
- Reporting Frequency
- Call To Action, Call Forwarding
- SLA (80:20)
- UAE Landline Number (1)
- Team Lead (Shared)
- Quality Analyst (Shared)
- Operations Manager (Shared)
- Basic CRM
- Basic IVR
ENTERPRISE
- Agents Allocation (Shared)
- Interactions Limit (3000)
- Variable Charges (AED 3)
- Language Support (English, Arabic)
- Type of Interactions Calls, Emails, Chat, WhatsApp
- Reporting Frequency
- Call To Action, Call Forwarding
- SLA (80:20)
- UAE Landline Number (1)
- Team Lead (Shared)
- Quality Analyst (Shared)
- Operations Manager (Shared)
- Basic CRM
- Basic IVR
PREMIUM
- Agents Allocation (Shared)
- Interactions Limit (5000)
- Variable Charges (AED 2)
- Language Support (English, Arabic)
- Type of Interactions Calls, Emails, Chat, WhatsApp
- Reporting Frequency
- Call To Action, Call Forwarding
- SLA (80:20)
- UAE Landline Number (1)
- Team Lead (Shared)
- Quality Analyst (Shared)
- Operations Manager (Shared)
- Basic CRM
- Basic IVR
Experience
clients
PROJECTS
Interaction
A Commitment for Excellence
CEO @ IBT
Benefits of Outsourcing your Customer Interactions Needs to IBT!
High standards of professionalism, integrity. Establishment of close working relationships.
We do not have to be the best, we do have to give our best. Ability to learn. Multicultural competence and cross-border operability
A different way of thinking, both inside and outside the box. We do not have to be the best, we do have to give our best.
Get a Free Counsultancy Right Now!
How do you want to transform your business, and what are your goals? Let us know all so we can prepare a perfect technical Support transformation strategy for your business.
- Call Center Services
- Digital CX
- Front Office Services
- Back Office Services
Industies we serve as Call Center Solutions
We’ve designed a culture that allows our stewards to assimilate with our clients and bring the best of who we are to your business. Our culture drives our – and more importantly – your success.
IBT’s Focus as Leading Customer Experience Company in UAE!
Since 2009 IBT has run CX programs across the UAE, delivering measurable gains, 97% satisfaction, 99% SLA compliance and 24/7 multilingual support that keeps customers returning.
99% SLA Compliance
Certified CX Specialists
Proactive Customer Support
Cost-Effective Scaling
IBT’s Customer Experience Services FAQs
How do IBT’s CX solutions improve customer satisfaction?
Happy customers usually come down to three things: speed, accuracy and tone. Our agents cover calls, chats and emails around the clock, making sure most questions get sorted on the first try. That means fewer follow-ups, less frustration and a stronger feeling that the brand actually cares.
What makes IBT’s CX outsourcing different from competitors?
We don’t run one-size-fits-all programs. Our teams blend certified expertise, multilingual capability and strict SLA tracking. A hospital hotline will sound different from an e-commerce help desk because we adapt to your industry, your customers, and your brand personality - not the other way around.
Can IBT handle both technical and non-technical support needs?
Yes; And we separate them for a reason. Technical queries go to people who can walk someone through a tricky fix without jargon overload. Non-technical ones - billing, accounts, product info - go to agents who keep it simple and clear. It’s faster, cleaner and avoids unnecessary transfers.
How does multilingual support benefit UAE businesses?
In the UAE, language can be the bridge or the barrier; Our agents speaks Arabic, English, Hindi, Urdu and more, so customers can explain problems in the language they think in. That makes the conversation warmer, easier to follow and far less likely to end with misunderstandings.
How does IBT ensure consistent service quality?
We don’t just train and hope for the best; Calls and chats are reviewed, feedback is shared often and agents get refreshers when needed. This steady loop keeps, "tone, accuracy and speed in check so that whether it’s the first or fiftieth interaction, the quality feels the same."
What reporting tools are available for tracking CX performance?
We give clients access to real data, not vague summaries. You’ll see call counts, resolution times, SLA results and satisfaction ratings. These aren’t just numbers to look at; They help spot trends, guide improvements & keep everyone honest about how well the service is running.
Is IBT’s CX support scalable for seasonal demand?
Yes; If you expect more calls during Eid sales or a new product launch, we add agents in advance so you’re not scrambling. When things slow down, "we scale back so you’re not paying for seats you don’t need." It’s flexible and keeps your service consistent year-round.
