Services

Contact Center

We offer omnichannel support for all types of contact center services (both inbound and outbound).

Technical Support
We provide omnichannel support for technical inquiries across all tiers (Levels 1 – 4), including:
- Troubleshooting for hardware and software products via voice, live web chat, email and SMS
- Remote support – connecting to, diagnosing and fixing devices via remote access
- Service tracking – coordinating with physical service centers to follow up on repairs on behalf of end customers
- Integration with physical service centers including ability to provide logistical support on behalf of clients for their end customers
- Warranty inquiries
Customer Experience
We provide omnichannel support for all stages of the customer experience including:
- Product & service inquiries
- Billing inquiries
- General inquiries
- Troubleshooting & complaint handling
- Post-sales support
- 24/7 emergency support
Customer Loyalty Management & NPS
We design, create and manage end-to-end customer loyalty programs from conceptualization to process design and execution, especially as it relates to the contact center including:
- Providing an in-depth understanding of customer lifecycles across various industries
- Integrating contact center and loyalty management software
- Conducting customer satisfaction and Net Promoter Score (NPS) surveys
- Handling reward and loyalty tier inquiries
- Personalization and fulfilment of loyalty program materials
Telesales
We offer revenue generation services through inbound and outbound contact with existing customers including:
- Verification services to complete customer KYC and other requirements before finalizing sale
- Customer relationship management software optimized for telesales that incorporates closed loop sales data
Food order taking
We provide end-to-end food order taking solutions to your brand including:
- Food ordering software integration with your restaurant point of sale (POS) systems
- Coordination with restaurant outlets, delivery partners (e.g. food ordering portals) and delivery drivers
Facility Management
We handle service requests and complaints for your facilities including:
- Setting up ticketing systems to take requests
- Scheduling technicians to assess requests and fix service issues if applicable
- Following up and closing tickets
Lead Generation

We qualify leads and set up sales appointments
Data Cleansing

We profile and enhance all types of datasets
Market research & Surveys

We design and conduct surveys (telephonic and face-to-face) to gather primary research and determine insights
Event Support
We provide different types of support for your events including:
- Registration support (e.g. taking RSVPs)
- Event participant database management
- Ticketing solutions
- Onsite support staff
Virtual Reception

We provide basic answering and message taking service during work and/or out of office hours
Mystery Shopping

We conduct discreet quality assessments across any type of process or interaction

Consulting

We can craft your contact center strategy and implement it for you.

Technology

We provide a range of contact center technology offerings including advisory, custom software development, hardware solutions and infrastructure solutions.

Training

We design and deliver contact center learning and development programs for our clients and partners via Cupola Academy. Cupola Academy is our proprietary and tiered contact center training program developed through over 20 years of contact center experience and know-how.

In addition to our clients, we provide Cupola Academy courses to our employees throughout their time with us to prepare them at each level of their career. Our courses span soft skills training, managing omnichannel support, using software productivity tools, people management and overall leadership training.

Cupola Academy’s results are highly tangible. We have a long history of training, developing and promoting our staff internally into senior members of the team. Our trainings are also so highly regarded in the industry that many of our staff are hired by blue chip multinationals.

HR Outsourcing

We provide permanent and temporary outsourced staff including handling the entire HR administration cycle from recruitment to payroll to end-of-service.

Industries

We have deep expertise and know-how across multiple industries built up over two decades of providing contact center services. Our industry experience spans technology, media & entertainment, retail & consumer, financial services, government, healthcare, industrials, food & beverage, transportation & logistics, real estate & hospitality and education.

Case Studies

Design, build, operate and manage a state of the art facility for the RTA 800 - 9090 unified contact center

Situation Overview

The Roads & Transport Authority (RTA) is the government entity responsible for, among other things, the entire physical infrastructure of Dubai
Dubai is one of the fastest growing cities in the world, which puts a significant strain on its transportation network consisting of a metro system, taxi/bus services and water transportation
At the heart of this system is a unified contact center run through a single telephone number 800-9090 for all questions related to public transportation
In 2007, RTA management realized that their existing call center could not successfully handle the large and steadily growing volume of calls and sought an alternative solution
RTA, which is known for its culture of providing the highest standards of customer’s satisfaction, engaged Cupola to match these ambitions and deliver a scalable world-class solution

Challenges

Provide a scalable contact center solution in a rapid growth environment
Aggressive schedule: the contact center to be functional and staffed in five months and ready to meet service level agreements (SLAs) two months after that
Massive call volumes and decentralized nature of the existing contact center services for RTA’s many different service units required designing a comprehensive telephony infrastructure
Extensive staffing and workforce management requirements to ensure that the rigorous quality standards proposed by the Office of HH Sheikh Hamdan are consistently exceeded

Cupola Approach (Consulting)

Based on our two decades of experience of contact center operations and consulting, Cupola advised RTA on designing a new contact center with world-class capabilities to manage multi-channel interactions for consolidated services across the organization
Consolidation: We supported a unified contact center solution to improve the customer experience and address inefficiencies from the existing setup of dispersed contact center locations and services
Technology: We worked with partners to leverage technological advances in communication convergence and unification, voice, speech, self service and the internet

Cupola Approach (Implementation)

Cupola designed and developed all operational and managerial requirements including: detailed operational processes, selection of staff and quality monitoring models
We recruited and trained 300+ multi-lingual individuals for various managerial and CSR positions
We designed a comprehensive telephony infrastructure
We used real-time reporting tools and sophisticated staffing systems for resource planning
We added a range of customer focused services to RTA’s existing CRM tool, including complaint management, end to end customer lifecycle and online self account management
We continue to work closely with the RTA team to manage day-to-day operations handling several thousands of calls per day and to iterate and optimize all contact center processes

Results

Continuously delivering results ahead of schedule
Customer satisfaction improved by 50%
Abandoned call rate of <2% (industry average is ~7%)
Scalable technology: our solution already in place can scale to support 3,500 agents
Recognized as one of the best contact centers within the UAE multiple times by various industry bodies, including The Hamdan Bin Mohammed Award for Smart Government, Insights ME and International Quality & Productivity Centre (IQPC)

Develop and manage a centralized technology-enabled food order taking solution for the Landmark Group

Situation Overview

Foodmark is the food & beverage division of the Landmark Group, one of the largest retail conglomerates in the Middle East
Foodmark approached Cupola for a scalable and centralized remote food order taking solution to enhance efficiency and improve the customer experience

Challenges

Foodmark uses MICROS POS terminals for in-store order taking
This system has no off the shelf commercially viable contact center module that links to it
Cupola’s challenge was to develop the missing modules and integrate the various components into a seamless system

Cupola Approach

We developed our own in-house technology solution that integrated our order taking contact center module to Foodmark’s MICROS POS terminals directly via My Central Platform (MCP)
The tech-enabled solution consisted of:
- A remote ordering application which pushes through orders received via phone or online directly to the POS terminal at the specific outlet where the order needed to be fulfilled
- A mobile-responsive delivery management application which is used at the outlets to manage deliveries real time
- A comprehensive reporting module
Post implementation, we manage and staff Landmark’s dedicated food & beverage contact center

Results

Significant cost savings
- Direct integration with in-store POS terminal eliminates the need for outlet employees to re-enter and reconcile orders taken remotely from the contact center
Improved customer experience
- Enables outlet employees to focus on the customer experience for in-store customers
- Cupola-trained contact center agents manage higher call volumes while achieving strong customer satisfaction ratings measured by CSAT surveys
- Solution is CTI enabled - allowing CSRs to interact with customers based on their personalized history
Real time operational information immediately available to multiple stakeholders
- Senior management and operations managers have access to comprehensive customized reports through our reporting module

Set up and manage HP's only direct sales & repair outlet in the Middle East

Situation Overview

Hewlett-Packard (HP) conceived of the HP Total Care Center (TCC), an HP-owned service, support and product store that focused on delivering market leading after sales care to HP customers in a premium environment while complimenting their existing technical support services
As a long standing client and partner of Cupola, HP approached us to provide a turnkey solution for setting up their new service support and customer experience center in Dubai, including site selection, recruitment, training and complying with local regulations

Challenges

Deliver a superior solution relative to HP’s existing retail channel partners in London and Istanbul
Establish and operate a high end retail outlet with a technical repair lab that provides dedicated HP products and 48 hour turnaround repair services - a first for HP in the region

Cupola Approach

In close collaboration with HP, Cupola identified the optimal location, designed the outlet and built the retail store
Simultaneously, we recruited the management and technical staff and provided the necessary training
We developed a customized technology-enabled application with modules that improved the customer experience, provided full integration of TCC with all HP channels, gave customers real time repair status and enabled management to handle the staffing and scheduling of technicians
The software was purchased from us by HP to use for its global operations

Results

Cupola successfully established the first Total Care Center for HP in the Middle East
We provided a comprehensive turnkey solution
Under our management
- Sales of HP products grew on a monthly basis
- Turnaround time for repairs were reduced from 3-7 days to same day repair
- Customer Satisfaction Index increased from 60% (pre-TCC) to 85% within 6 months of operations
TCC became the preeminent location for any brand-related requirement, including product trainings, media launches and PR support functions
The model is now highly sought after by competitors