H.E. Ahmed Al Tayer, Chairman, Emirates Bank Group, officially inaugurated the second branch of the Buzz Contact Centre, located at prestigious new premises within Sharjah Expo Centre. Also present was Mr Abdulla Qassem, Emirates Bank Chief Manager, Information Technology and Operations, as well as a number of Senior Group Executives.
The launch of a second centre is part of Buzz’s expansion strategy as it plans to offer a more efficient and higher quality service to banks’ and other institutions’ customers. The objective is to enable staff to answer all queries through one standardised phone number, in addition to implementing many other innovative services.
H.E. Al Tayer commented, “We are delighted to inaugurate our second Buzz Contact Centre. It is of course a subsidiary of the Emirates Bank Group, a regional leader in financial services provision and transaction processing. With this second branch now fully functional, Buzz Contact Centre becomes one of the largest call centre solutions providers in the region. Buzz is operating in the Telecommunications, Banking & Financial Services and Real Estate sectors, with a portfolio that includes not only major international banks but also blue chip research, retail, media, and manufacturing companies.”
In just three years, Buzz has become a 400-seat contact centre and now handles more than 10 million customer queries per year.
Buzz invests heavily in state-of-the-art technology and professional human resources. With multi-site centres and 25,000 square feet of space, Buzz is well equipped to increase its capabilities, while its multi-location presence provides an edge in terms of business continuity and strategic location support.
“This highly specialised and fully equipped contact centre will be of huge benefit to member companies, saving them lots of effort and expenses and freeing them from having to deal with customer calls and requests,” announced Mr Abdulla Qassem.
“The new 14,000 square foot centre will not only include ultra-modern systems but will also be utilized for staff development via a fully-fledged in-house training centre, plus convenient amenities such as cafeteria. Transportation for night shift workers will also be provided, in keeping with our policy of attracting and retaining quality talent to deliver quality service,” added Mr Qassem.
Keeping the varied business interests in view, all businesses have customized business continuity plans and disaster recovery support. Buzz’s technological structure relies on a wide range of award winning software and hardware, thus empowering them and the companies they support.
Buzz has leading edge technology in the following areas: Call servicing & Routing; Voice over IP Telephony; Agency CRM & Desktop Technology; Call Recording & Tracking facility; Integrated MIS & Reporting.
Buzz comprises only certified practitioners of Six Sigma, with experience in key contact centre markets like USA, India and UK. Buzz Contact Centre Solutions is the first outsourced contact centre to be awarded the Benchmark Portal (USA) Award as a Centre of Excellence. More significantly, Buzz is a strategic partner to Avaya for all business across the region.
The significant contributions of Emirates Bank Group to the development of the financial services industry, along with its various initiatives have positioned it as an industry leader among the region’s financial institutions. The Group enjoys a solid financial position and ranks among the top UAE banks in terms of total assets and profitability. Its financial services include Corporate, Retail and Islamic Banking, Property Development, Insurance, Brokerage services, Contact Centre Solutions and Training; as well as various community services.
