Dubai Airports’ contact centre wins two prestigious accolades for excellent customer service

Dubai Airports’ contact centre wins two prestigious accolades for excellent customer service

Dubai, UAE – Dubai Airports has won two major accolades with its integrated contact centre being recognised with 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.

The two awards highlight the importance of the integrated contact centre, which blends live and technology-enabled services to ensure that travellers have always-on access to DXB customer service professionals. To maintain seamless operations,