Business process outsourcing
Customer experience outsourcing
Corpshore Emirates runs customer experience operations from Dubai and Abu Dhabi across voice, email, chat, WhatsApp and social, in Modern Standard Arabic, Khaleeji dialect and English at native level. A Gulf customer can tell within ten seconds of a call whether the agent belongs to the register, and that is the standard we staff to.
Most global outsourcers treat the Gulf as an English market with an Arabic option bolted on. Corpshore treats Arabic as a first-class delivery language and staffs voice, chat and social teams that hold the register a UAE customer expects. The result is lower handle times, fewer escalations and a brand that sounds local because it is.
Onshore Arabic-first teams in Dubai and Abu Dhabi can run alongside a larger English-language back office in the wider delivery network, under one contract and one account team. That lets a brand put native Arabic on the front line where it matters and price the rest of the operation for scale.
What this service covers
Inbound customer service
Voice, email, chat, WhatsApp and social support with routing by language and intent, so an Arabic caller reaches a native agent and an English chat reaches the right desk.
Outbound and retention
Proactive retention, win-back, renewals and save-desk operations run to a defined contact policy and consent record.
Complaints and escalation handling
Structured complaint capture, regulated-sector escalation paths and root-cause reporting that feeds back into the client's own process.
Loyalty and membership administration
Enrolment, tier management, redemptions and member support for retail, aviation and hospitality programmes.
Appointment setting and scheduling
Booking, rescheduling and reminders across channels, integrated with the client's calendar or booking system.
Social and community management
Response, moderation and sentiment triage across public social channels in Arabic and English, on the client's tone of voice.
Quality and coaching
Call and interaction scoring against a shared scorecard, calibration sessions with the client and targeted agent coaching.
Workforce management
Forecasting, scheduling and real-time adherence so coverage holds through Gulf peaks, Ramadan hours and seasonal spikes.
How it is delivered from the UAE
Delivered from Dubai for commercial customer experience at scale and from Abu Dhabi for government-adjacent and regulated work, in Arabic dialects and English, on the coverage model the operation needs from business-hours to 24 by 7. A blended onshore plus offshore model puts native Arabic on the front line and English back office capacity behind it.
Small
5 to 15 agentsA single-language or bilingual pod with a team lead and shared quality and workforce management, suited to a pilot or a single channel.
Mid-market
15 to 60 agentsDedicated Arabic and English teams with their own team leads, a quality analyst, a trainer and dedicated workforce management, across two or more channels.
Enterprise
60 agents and aboveA multi-site, multi-language operation with an operations manager, a governance layer, real-time command centre and an account director, blended across the UAE and the wider network.
Compliance and data handling
- Personal data handled under UAE Federal Decree-Law No. 45 of 2021 (PDPL), with DIFC Data Protection Law 2020 or ADGM Data Protection Regulations 2021 applied where the client or the processing sits in those jurisdictions.
- Call recording, consent capture and retention configured to the client's regulatory position, including Central Bank of the UAE expectations for regulated financial institutions.
- Role-based access, agent-desktop data minimisation and masked payment handling so agents see only what the task requires.
Technology
- The client's own contact centre platform and CRM, operated by our teams
- Omnichannel routing and quality management tooling
- Workforce management and real-time adherence tooling
- Consent-gated conversational AI and agent-assist where the client adopts it
KPIs and reporting
- Customer satisfaction and first contact resolution. Per channel and per language, weekly, with verbatim analysis.
- Average speed of answer and service level. Interval-level, with real-time command-centre visibility for enterprise operations.
- Average handle time and after-call work. By team and by agent, trended against coaching actions.
- Quality score and compliance adherence. Against a shared scorecard, with weekly calibration.
- Retention and save rate. For outbound and retention programmes, against the agreed contact policy.
Governance cadence
Daily operational huddles, a weekly performance review with the client, a monthly business review against the service level agreement and a quarterly strategic review. Escalation paths and named contacts are agreed at contracting and tested during onboarding.
Industry applications
Banking and financial services
Regulated card, account and dispute support in Arabic and English, with KYC-aware handling and Central Bank-aligned complaint capture.
Retail and ecommerce
Order, returns and delivery support across WhatsApp, chat and voice, with loyalty programme administration behind it.
Hospitality, travel and aviation
Reservations, loyalty and disruption support across time zones, in the languages a Gulf traveller base actually speaks.
Government and public sector
Arabic-first citizen and resident support with data residency and accessibility built into the service.
Pricing and engagement models
Frequently asked questions
Can Corpshore deliver customer service in Gulf Arabic, not just Modern Standard?
Yes. Corpshore staffs native Khaleeji-speaking agents for voice and social work where the register matters, alongside Modern Standard Arabic for formal written channels. Levantine, Egyptian and Maghrebi coverage is available for brands serving the wider Arab world. The dialect profile is agreed for each channel during scoping.
Where are the customer experience teams based?
Corpshore Emirates delivers from Dubai and Abu Dhabi, with an option to blend in offshore English-language capacity from the wider Corpshore network. Dubai suits commercial customer experience at scale; Abu Dhabi suits government-adjacent and regulated work. The mix is set to the operation, not to a fixed template.
How quickly can a customer experience team go live?
A small pilot can be live within weeks of a signed contract; a mid-market operation typically reaches steady state inside 90 days. The onboarding runs through contracting and security review, recruitment and vetting, training and calibration, ramp and then steady-state governance.
Which channels does Corpshore support?
Voice, email, live chat, WhatsApp and public social channels, routed by language and intent. Channels are added in the sequence that fits the operation rather than all at once, so quality holds as volume moves onto each new channel.
How is quality measured and kept consistent?
Interactions are scored against a scorecard shared with the client, with weekly calibration so both sides mark the same way. Coaching is targeted at the specific behaviours the scores surface, and quality trends are reported alongside customer satisfaction rather than in isolation.
Can the team scale up for seasonal peaks and Ramadan?
Yes. Workforce management forecasts for Gulf peaks, reduced Ramadan hours and seasonal spikes, and staffing flexes accordingly. Enterprise operations run a real-time command centre so coverage holds through the interval, not just on the daily average.
Is customer data kept within a compliant environment?
Yes. Personal data is handled under the UAE PDPL, with DIFC or ADGM data protection law applied where relevant, and Central Bank expectations met for regulated financial clients. Access is role-based, payment data is masked and retention follows the client's regulatory position.
Related services
- Business process outsourcing
- Arabic language services
- Technical support and service desk
- Ai agents and conversational ai
Customer experience roles in Dubai and Abu Dhabi, including bilingual and Arabic-speaking positions, are on the jobs board.
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