Dubai Airports wins accolades with its integrated contact centre

It won a Gold Stevie Award and an International Business Excellence Award (IBXA).

Dubai Airports was awarded the ‘Contact Centre of the Year (Up to 100 Seats) – in the All Other Industries’ category at the 17th annual Stevie Awards for Sales & Customer Service and was named Gold Winner in the ‘Best Customer Service’ category at the International Business Excellence Award (IBXA)

The Awards recognise Dubai Airports’ Omni-Channel 24/7 bilingual Contact Centre, launched as part of the operator’s wider guest experience enhancement programme. Dubai Service Excellence Scheme mystery shopper report released at the time of Contact Centre launch showed a significant movement in customer satisfaction, where ratings increased from 8.6% to 96.5% as a direct result of the newly launched integrated contact centre. The contact centre offers guests convenience and ease during their visit to Dubai’s airports through Interactive Voice Response (IVR) systems, live chat, and new options such as WhatsApp and social media.

Michelle Lee, Vice President - Brand & Communications, said: “Crafting smiles and enhancing our guest experience at every customer touchpoint is at the core of everything we do in our contact centre. Winning both the Gold Stevie Award and the IBXA Award is a testament to our team's hard work during a very challenging period. Our commitment to delivering world-class business solutions aligns with the Dubai government's vision of providing innovative customer service, and drives Dubai Airports’ long-term ambition of delivering the best airport customer experience.”