Dubai Outsource Zone highlights customer services outsourcing at the Customer Show MENA in Dubai

Companies are increasingly outsourcing customer services functions to better focus on their core business. Towards this purpose, firms based in the UAE are regarded as ideal partners of choice by virtue of their convenient geographical location and easy access to multiple skillsets, according to Malek Al Malek, Managing Director at Dubai Internet City and Dubai Outsource Zone (DOZ). 

Malek Al Malek added: “Firms based in the UAE cater to global companies that outsource customer relationship management services such as customer support and care, as well as research. In particular, the country has shown large potential for offering financial services with the presence of leading financial institutions in the UAE.”

Malek’s comments came during Dubai Outsource Zone’s participation at ‘The Customer Show MENA’ that was held from 29-30 November at ‘The Address’ Dubai Marina.

The event aimed to address the complex elements that go into structuring a successful customer management strategy and loyalty campaign. The Customer Show MENA was about strategies, innovation, and a showcase of technology based solutions behind the concepts of customer management and loyalty. The topics covered at the event focused on building customer allegiance, particularly amongst users searching for value. It also examined revenue management as an integral and vital part of the customer experience.

Malek Al Malek added: “Outsourcing is no more limited to only infrastructure but has expanded to new service areas. Dubai Outsource Zone has witnessed this change with an increasing number of firms from the finance, hospitality and aviation sectors setting up offices at the free zone that cater to regional and global customers.”  

Malek’s insight validate the projections highlighted in a recent study released by the Dubai Outsource Zone and Frost & Sullivan, which estimates the sector across the Middle East and North Africa region to register a compound annual growth rate (CAGR) of 8.35 per cent in the next five years, with the UAE alone recording a 10 per cent CAGR within the same period. 

DOZ provides a comprehensive purpose-built infrastructure to both captive and non-captive companies looking to set up in the region, control costs and gain efficiencies by leveraging the talents, technology and expertise in the UAE. 

Dubai Outsource Zone currently hosts a number of companies in diverse sectors such as banking and finance, accounting, IT, payroll processing, engineering, research and development as well as design. Current companies operating in DOZ include Nokia Siemens Networks, Emirates airline, AXA Insurance, du, Mashreq Bank, Arab Bank, First Data, Cupola, Larsen & Tourbro Infotech Ltd, Al Futtaim Willis, and the Jumeirah Group.