Dnata Contact Centre Services
Providing assistance 24/7/365
Dnata’s regional Contact Centre network is one of the largest dedicated centers in the Middle East.
In an average month, our 150-strong multilingual team handles over 140,000 inbound calls and generates over 10,000 outbound calls to clients in a continuous 24-hour service.
The inhouse Dnata Contact Centre, servicing the retail and corporate sector, receives calls relating to all travel enquiries and our staff are well trained and equipped to assit with each enquiry. They have instant access to a comprehensive database of client information, ensuring we handle all your needs quickly and efficiently - from flight reservations, sales and ticket purchases to hotel bookings and ground transportation.
Outbound Services
In 2008, Dnata acquired 49% of the global outsource provider, Mindpearl Group, expanding our outsourcing services across the globe. Mind Pearl is a leading Contact Centre Outsourcing service provider with centres in Barcelona, Brisbane, Cape-Town and the Fiji Islands.
Offering Outsourced Call Centre and Customer Contact Management Services to companies in 6 continents, with combined language capabilities spanning 43 languages, Dnata Mindpearl provide a strong consultancy and project management approach, allowing us to implement a solution that highlights risks and issues in advance and which addresses both short and long-term objectives in a managed process.
We provide a clear road map, allowing our Clients to plan a route towards full CRM, incorporating a range of channels, including interactive voice response (IVR), web support and e-mail handling to complement existing telephony channels and support strategic focus on development of other e-commerce services
We ensure an overall enhancement of quality of Customer Experience, evidenced by an up turn in customer satisfaction ratings & mystery shop & audits.
Services Provided:
Call Center Outsourcing
Customer Management Services
Technical Helpdesk Support
Transactional Services
Sales, up-selling, cross-selling of products/services
Business Process Outsourcing
Client Relationship Management
Data verification and entry
Transactional management
Customer Servicing (Front-End and Back Office)
Back office processes
Fax/sms/Email handling
Technical Solutions
Tailored technical solutions built around client business
ACD, IVR, CTI, CRM, Workflow management, ASP hosting
Management reporting capabilities
Call monitoring and recording solutions
Surveys
Mystery Shopping
Brand Awareness Survey
Customer Preferences