Contact Centre Operations
- Inbound lead handling, enquiry management and appointment scheduling.
- Outbound sales follow-up, re-engagement campaigns and nurture sequences.
- 24/7 coverage options with scalable team models for peak seasons.
Business Solutions
Customer Care — Dubai & Sharjah
Delivering effortless, professional support for your clients, tenants and partners. Provide outstanding customer experiences while you focus on growth.
Key highlights for Customer Care — Dubai & Sharjah
Full-service contact centre for property firms, developers, landlords and businesses operating in UAE.
Omni-channel coverage: Phone, WhatsApp, Live Chat, Email, Social Media — all managed under one process.
Multilingual teams (Arabic, English, Hindi/Urdu, Malayalam, Tagalog) with UAE market expertise and PDPL compliance.
Which structure fits Customer Care — Dubai & Sharjah?
We’ll help you select the structure that fits your model, ownership needs, and visa plans.
Property & Tenant Support
- Tenant onboarding, move-in/out coordination and maintenance reporting.
- Rent reminders, account queries and complaint management.
- After-sales service, renewal reminders and retention programs.
Digital & Social Channels
- WhatsApp Business API management and Facebook/Instagram DMs.
- Live chat integration on website and mobile apps.
- Email ticketing, SMS campaigns and social media response handling.
Technology & Reporting
- CRM and ticketing integration with your existing systems.
- Real-time dashboards, CSAT/NPS tracking and monthly performance reports.
- Knowledge base creation, agent training and continuous improvement cycles.
How we handle Customer Care — Dubai & Sharjah — step by step
Discovery & requirements
Understand your business, communication channels, volumes, pain points and desired service levels.
Service design
Define contact flows, SLAs, escalation matrix, tech stack and agent staffing requirements.
Setup & integration
Integrate systems, build knowledge base, design multilingual scripts and recruit/train agents.
Pilot & quality assurance
Soft launch with supervised handling, call monitoring and KPI validation before full rollout.
Go-live operations
Full operations commence with daily monitoring, real-time dashboards and supervisor oversight.
Performance tracking
Weekly reports, CSAT surveys, first contact resolution tracking and SLA compliance monitoring.
Optimization & coaching
Monthly reviews, root-cause analysis, agent coaching and process improvements based on data insights.
Scale & enhance
Add channels, extend hours, implement automation and refine scripts based on customer feedback.
Documents for Customer Care — Dubai & Sharjah
Exact list varies by company type and jurisdiction.
For individual owners
- Contact person details and escalation hierarchy
- Current customer service pain points and goals
- Preferred communication channels and hours of operation
For corporate shareholders
- Company trade license and business overview
- Existing CRM/ticketing system details (if available)
- Service level expectations and KPI targets
Other items
- Product/service documentation and FAQs
- Sample customer interactions and common scenarios
- Brand guidelines and tone of voice requirements
Timelines & cost guidance for Customer Care — Dubai & Sharjah
Basic setup
2–3 weeks for simple phone/email support with standard scripts.
Full omni-channel deployment
4–6 weeks including CRM integration, WhatsApp API, training and pilot phase.
Campaign/seasonal support
1–2 weeks for burst capacity and event-specific teams.
24/7 operations
Requires shift planning and larger team; 4–8 weeks for full implementation.
Costs
Monthly retainer, per-interaction or hybrid models. Tailored quote based on volume and channels.
Customer Care — Dubai & Sharjah Packages
Every package is tailored — below are typical service tiers. We’ll help you choose the best fit for your activity and jurisdiction.
Essential Support
- Business hours phone and email support
- Basic ticketing and call logging
- Weekly performance reports
- Multilingual agent coverage (Arabic & English)
Most Popular
Omni-Channel Plus
- Everything in Essential Support
- WhatsApp Business API and live chat
- CRM/ticketing system integration
- Extended hours (6 days/week) or 24/7 options
- Monthly CSAT/NPS surveys and dashboards
Enterprise Solution
- Dedicated support team and account manager
- Full omni-channel coverage including social media
- 24/7 operations with emergency escalation
- Advanced reporting, QA and continuous improvement
- Custom knowledge base and agent training programs
Why choose ModCASA for Customer Care — Dubai & Sharjah?
UAE-first expertise: Agents trained on Dubai & Sharjah market specifics and local service expectations.
Omni-channel mastery: Phone, WhatsApp, chat, email and social — all managed seamlessly.
Data-driven operations: Real-time dashboards, CSAT/NPS tracking and actionable insights.
Secure & compliant: PDPL-aware handling with encrypted systems and role-based access control.
Scalable models: From shared agents to dedicated teams with peak-season flex capacity.
Customer Care — Dubai & Sharjah — Frequently Asked Questions
Can ModCASA handle Arabic and non-English customer interactions?
Yes. Our multilingual agents cover Arabic and common expatriate languages; scripts and templates are localised for Dubai and Sharjah.
How do you integrate with our current CRM or property management system?
We support standard API or CSV integrations. During discovery we map data fields and design sync schedules to keep records up to date.
Is data secure and PDPL compliant?
Yes. We apply role-based access, encryption and retention policies consistent with the UAE PDPL and industry best practices.
What volumes can you handle?
We scale from small teams (a few agents) to large dedicated squads. Provide expected monthly interaction volumes and channels to get a tailored plan.
Can you support event or campaign spikes?
Absolutely — we offer burst/overflow capacity and campaign-specific teams for launches, exhibitions and off-plan launches.
How long does onboarding take?
Typical onboarding is 2–6 weeks depending on integrations, complexity of scripts and training needs. Pilot phases reduce operational risk.
What are typical SLAs for response times?
Phone answer ≤30 seconds, WhatsApp/chat initial response within 15–30 minutes, email within 4 hours. Exact SLAs are customized per package.
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