# Tafaseel BPO Tafaseel BPO Reviews (1), Pricing, Services & Verified Ratings - 4.0 out of 5 average review rating - 0 connections joined Tafaseel BPO's Network [Visit Website](http://www.tafaseel.ae/) [Get a Custom Proposal](https://clutch.co/profile/tafaseel-bpo) **Call Center** Founded in 2011, Tafaseel BPO is a UAE home grown technology - enabled business process outsourcing company specializing in: Call center outsourcing, build, management, operate, transfer. IT integrated solutions, infrastructure and Business communication Customer service training and consultancy customer engagement and business performance improvement. With our flexible and cost-effective solutions, we have created the ideal workplace where business can be done more efficiently and effectively. From an all-in-one cloud phone system with team messaging and video conferencing to a complete contact center and more, we build solutions for every business, no matter how big or small. ## Company Information - Minimum project size: $10,000+ - Hourly rate: < $25 - Number of employees: 1,000 - 9,999 - 3 Locations: - Ajman, United Arab Emirates (Headquarters) - Dubai, United Arab Emirates - Ajman, United Arab Emirates - Founded in 2011 ## Services, Focus Areas, Industries, and Clients ### Service Lines - 25% Call Center Services - 20% Sales Outsourcing - 15% Customer Service Outsourcing - 15% HR Outsourcing - 15% Recruiting - 10% Staffing ### Focus Areas - Inbound Services: - 78% Answering services - 22% Inbound appointment scheduling - Sales Outsourcing: - 67% B2B Lead Generation - 33% B2B Appointment Setting - Outbound Services: - 50% B2C Telemarketing & telesales - 50% Customer Surveys & Market Research Calls - Customer Service Outsourcing: - 25% Chat Support Services - 25% Email Support Services - 25% Order Processing & Taking - 25% Phone Support Services ### Industries - 10% Information technology - 10% Education - 10% Financial services - 50% Government - 20% Medical ### Clients - 60% Small Business (<$10M) - 20% Midmarket ($10M - $1B) - 20% Enterprise (>$1B) ## Pricing Snapshot Average rating for cost based on this provider's reviews: 5.0 out of 5 **Most Common Project Size**: $200,000 to $999,999 based on 1 review *(Pricing information for this provider is based on reviews where the project size was available.)* ### Pricing by Service - Call Center Services: $200,000 to $999,999 based on 1 review ## Reviews Clutch investigates each reviewer's identity and work history. Every review goes through a rigorous, human-led verification process to confirm the reviewer's identity, and reviews that we verify are visibly marked as 'Verified' so you can trust that they come from a real client. [Learn More](https://help.clutch.co/en/knowledge/how-clutch-verifies-reviews) ### Tafaseel BPO Review Insights Overall Review Rating: 4.0 - Quality: 4.0 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 5.0 ### Tafaseel BPO Reviews #### Call Center Services for Higher Education Institute **The Project** - Services: Call Center Services - Project size: $200,000 to $999,999 - Project length: Aug. 2019 - Ongoing **Project Summary**: Tafaseel BPO handles voice services for a higher education institute. They provide bilingual agents who answer calls on behalf of the partner as well as manage live chat support and quality monitoring. **Review Rating**: 4.0 - Quality: 4.0 - Schedule: 4.0 - Cost: 5.0 - Willing to Refer: 5.0 **The Reviewer** Strategic Comm Specialist, Higher Colleges of Technology - Industry: Education - Client size: 1,001-5,000 Employees - Review Type: Phone Interview - Verified **The Review** — Feb 10, 2021 **Feedback Summary**: The services have had a positive impact on the partner and their organization. Needless to say, they're confident in their selection of Tafaseel BPO as a provider. The Tafaseel BPO team is executing a smooth service as well as providing a customized and personalized experience. "“They proved to be the best option, and we’re glad we chose them.” " **BACKGROUND** Introduce your business and what you do there. I work as the strategic communications and media specialist at the Higher College of Technology (HCT). I’m also the call center manager for the outsourcing area. We’re a prominent higher education institute in the UAE. We’re basically owned by the federal government of the UAE. We have about 16 campuses all across the country in almost all the Emirates for men and women. We’re a big organization. **OPPORTUNITY / CHALLENGE** What challenge were you trying to address with Tafaseel BPO? A massive number of students try to reach us for admissions and other things. The setup that we had before was an in-house calling system with an in-house call manager. They’d distribute the calls to our front desk offices at each campus. We weren’t able to get the service quality and customer service experience that we needed. We were getting all the call manager data but weren’t sure about the quality of the calls because we weren’t recording nor following up. Our organization wanted to outsource these efforts to a company that provides a good customer experience including live chat, chatbot, and voice services. We wanted to outsource onshore to a partner that could handle the call load we had while also meeting our requirements on the quality set by the federal government. **SOLUTION** What was the scope of their involvement? Tafaseel BPO provides us with call center services and within that, we have bilingual agents who answer the calls on behalf of HCT. They also provide us with live chat support through Pure Chat Software. Additionally, they handle everything else that comes with the software including call reporting, quality monitoring, recordings, QA, meeting our KPIs, and more. What is the team composition? We’re going to have 10 agents but we currently have seven. We also have a supervisor, a QA manager, and a floor manager. Including management, there are 10–15 people. How did you come to work with Tafaseel BPO? As a federal government entity, we have a very strict and sophisticated procurement procedure. We have to follow certain federal laws including floating an RFP into the market. It has to stay in the market for a certain amount of time and go through open bidding. The process includes submissions, back and forth question-and-answer sessions, requirements, clarifications, and so on. That process eventually leads to a technical committee selecting the best viable supplier in terms of the experience thus far. It’s also based on their proposition and what else they have to offer in terms of their innovation and outside-of-the-box thinking. Tafaseel BPO had a very good proposition and what I remember is that they were competing with one of the biggest companies in the region that’s a federally owned telecom provider. They scored the best out of all of our considerations. This was quite a surprise for us as the committee members. I was chairing the committee. There was a strong presentation with the proposition that they provided for us. How much have you invested in them? We invest around $400,000 a year. What is the status of this engagement? We started working with them around August 2019, and our engagement is ongoing. **RESULTS & FEEDBACK** What evidence can you share that demonstrates the impact of the engagement? In our case, the impact was very visible. We didn’t have quality monitoring before and then we included something new so there was a massive impact on service immediately. Everything has been on the up since they’ve joined. It was very rare for a government organization to get an outsourced company to represent them because call centers are basically representing the organization. They’re the face and voice of the organization. There is a massive interest in the education of the youth here. We wanted to be very particular in terms of the services Tafaseel BPO provides, and we wanted to pick the best service provider for that. There was no compromise that we could afford and thankfully, Tafaseel BPO was one of the better choices that we made in terms of procurement. We’ve had a very good working relationship thus far. There hasn’t been much to complain about. How did Tafaseel BPO perform from a project management standpoint? We’re a very high-functioning organization, meaning we have specific departments. We have a typical corporate structure of the centers and then we have the academics. Our corporate side is very high-functioning in terms of project management and project management plans as well as the entirety of the smart KPIs and making sure the SLAs are as per the international benchmarking and so on. It’s been a very smooth experience with Tafaseel BPO in a way that we had high expectations and they met them. What did you find most impressive about them? It’s a niche, and we like the fact that Tafaseel BPO is a family-owned business. One of their team members was a former student as well. Tafaseel BPO understands the culture very well because they’re a local company. Although their competitors were also local, they had an extra advantage and the flare of youth. There was no better option than them at that time. They proved to be the best option, and we’re glad we chose them. Are there any areas they could improve? They’ve already made some improvements. They moved their facility recently and that was the only qualm I initially had as I’d have preferred a much bigger facility. I’d also suggest that they diversify now into offering other services than voice alone. Do you have any advice for potential customers? Everyone understands their own business the best so they would know what fits their needs. With Tafaseel BPO, I can confidently say they’ll provide a personalized and customized experience. for you. They’re not a huge organization that’s stringent to strict policies nor are they a very small organization that’s incapable of managing the workload. Tafaseel BPO is a very ambitious and youthful organization from our experience, and they’ve mostly been meeting their commitments. --- ## Portfolio & Awards ### Ministry of foreign affairs within 2 days tafaseel has fully setup a call center of 10 agents in fujirah to assit ministry of forgin affairs to help stranded peopole outside UAE during Covid-19 pandmeic to return home safely . ## Key Clients - Ministry of Economy ## Packages ## Locations (3) ### Ajman, United Arab Emirates (Headquarters) - Conqueror Tower, Ground floor - Ajman - United Arab Emirates - 50 - 75 employees - Phone: +97167499099 ### Dubai, United Arab Emirates - 1613, Burj Gate , Downtown Dubai - Dubai - United Arab Emirates - 50 - 75 employees - Phone: +971527276543 ### Ajman, United Arab Emirates - Ajman Bank Residence - Ajman - United Arab Emirates - 10 - 15 employees - Phone: 0504262350 ## Contact Tafaseel BPO [Send a message](https://clutch.co/profile/tafaseel-bpo) ### Connect on Social - [LinkedIn](https://www.linkedin.com/tafaseel-bpo) - [Facebook](https://www.facebook.com/tafaseelbpo/) - [X](https://twitter.com/bpo_tafaseel)