Business process outsourcing
Bilingual customer care and billing support for a Gulf telecom operator
A telecommunications operator serving consumer and small business subscribers across multiple Gulf markets.
- Industry
- Telecommunications
- Pillar
- Business process outsourcing
- Client geography
- Gulf Cooperation Council
- Delivery location
- Dubai with offshore blended capacity
- Languages
- Arabic C1, English C1, Hindi C1, Urdu C1, Tagalog C1
- Engagement model
- Managed service, blended onshore and offshore
- Timeline
- Fourteen weeks to full ramp
The challenge
The operator's contact centre was carrying three distinct problems at once. Arabic service quality was inconsistent across shifts. The large South Asian subscriber base was being served in English only, which drove long handle times and repeat contact on billing disputes. And the total cost per contact was well above the operator's benchmark, which meant improving quality by adding heads was not available as an option.
What Corpshore did
We designed a blended model. Arabic voice, complaints and any interaction with regulatory sensitivity are handled from Dubai by C1 Arabic advisors. High volume English, Hindi, Urdu and Tagalog contact, along with back office billing adjustments and provisioning tasks, is handled from Corpshore delivery centres in the Philippines and South Asia under the same governance framework, the same quality standard and the same reporting.
The language expansion was the single highest impact change. Billing disputes handled in the subscriber's first language resolved faster and escalated less, because the subscriber understood the explanation the first time.
Delivery model
Managed service with a blended cost per contact, Dubai onshore for Arabic and regulated interactions, offshore for volume, single account team and single governance forum across both.
Results
- Blended cost per contact reduced by 38 percent against the operator's prior in-house baseline.
- Average handle time on billing enquiries in Hindi and Urdu fell by roughly a third against the English-only baseline.
- Repeat contact within seven days reduced by 26 percent.
- Arabic quality scores stabilised above target and stopped varying by shift.
- Customer satisfaction improved across every language queue in the first two quarters.
Why it worked
The operator had been treating language coverage as a cost to be minimised. Serving subscribers in their own language turned out to be the cheapest thing they could have done, because it removed the rework.
Discuss an engagement like this
All UAE enquiries answered within six hours.
This is a representative engagement. The client is anonymised, and the figures are drawn from engagement reporting. We do not name a client without written consent, and we do not publish a number we cannot evidence.