Customer Care Centre

We at TECOM Investments are dedicated to excellence in everything we do. We promise to provide our partners with a seamless, hassle free experience through fast & efficient customer service, at convenient well presented “One-Stop-Shop” facilities, and through technologically advanced infrastructure that represents value for money.

We believe that each & every one of us is an ambassador for the group as well as for the whole Dubai. We make sure that all our communications capitalize on the potential of client relationships. A delighted partner is a lifetime, dedicated one.

Our culture revolves mainly around excellence in every service we deliver to our partners. It sheds light on our values & leadership qualities and it sets the standards for our service delivery.

As part of our commitment to customer service and satisfaction we created One Call Does It All for customers’ inquiries and complaints. This is being sustained through staff training and empowerment, process improvement, and State of the Art Technology implementation.

The Contact Centre acts as a single point of contact for telephone, fax and e-mail communications to TECOM. The department’s key functions include answering general queries and coordinating service requests from Business Partners.

The 30-strong team of skilled and committed professionals at the Contact Centre handles an average of 51,000 calls a month and strives to present a professional and responsive customer interface for TECOM.

The Contact Center has two main functions:

1. The Switchboard
The Contact Centre answers incoming calls to the Free Zone and routes it to the right destinations in DIC, DMC, KV, DIFF, DOZ, IMPZ, DSC, EHDF and DH. It also plays a key role in answering basic queries and forwarding sales leads to the respective sales teams.

3rd Party Outsourced Call Center Services
The Contact Centre offers Business Partners contact management services. These services help them considerably reduce costs involved in doing contact management in house. It also gives them the flexibility to easily expand their customer service operations when the need arises.

Outsourced Contact Centre Services include:

Inbound Contact Management:

a. Customer Service via phone, fax, and email
b. Lead generation
c. Overflow option for an existing Contact Center facility
d. Disaster Recovery
e. Customers Call Back and follow up

Outbound Contact Management:
a. Basic Services:

1. Conducting Market Research and Surveys over the phone
2. Making outgoing calls for mass communication on events or new projects.

b. Additional Services:

1. Telemarketing and Telesales activities
2. Customer Loyalty programme.
3. Projects launch and Events Call Management

The above services can be provided on both long-term and short-term bases for new project launches, marketing campaigns and major events.

Current users of the Contact Center’s services include Dubai Properties, Sama Dubai, Dubai Health Care City, Dubai International Financial Center, Protocol, Dubai Industrial City, Dubai International Financial Exchange, Tatweer, Dubai Education Council, Takamul and National Institute of Vocational Education.