Cold calling and telemarketing firms in the UAE are gearing up for significant changes as new regulations are set to take effect on August 27. In the past, customer service agents like Syyed Azim would make up to 1,000 calls a day to meet targets, but now, the target has been reduced to 7 or 10 calls a day. These companies are now adopting a more respectful approach to avoid penalties under the new law, which include restrictions on calling hours and aggressive tactics.
With the new laws imposing strict limitations on telemarketers, companies are adjusting their strategies to focus on conversions rather than the sheer number of calls made. For example, a customer service executive manager at a UAE-based bank has implemented strict policies to ensure calls are made during appropriate hours and from official office numbers. Telemarketers are now incentivized based on the number of conversions they make per day, with financial rewards for exceeding targets.
Insurance agents, who also rely heavily on telemarketing, have similarly adapted their strategies to the new regulations. They are now required to introduce themselves and their company, seek permission from customers before recording calls, and refrain from pressuring customers or making false promises to meet targets. The emphasis is on transparency, respect for customer privacy, and respecting customer preferences, such as not calling back if they decline a policy.
Telecom executives like Amir Hussain have also seen changes in their approach, with a focus on respecting customer privacy and seeking approval to proceed with calls. The practice of calling customers multiple times a day has been replaced with a limit of one call per day or three times a week to prevent annoying customers. Companies like motor vehicle insurance providers now have guidelines in place to ensure that calls are made only to customers whose insurance is about to expire, with reminders given at appropriate intervals based on previous conversations.
Overall, the new regulations in the UAE are leading to a transformation in the telemarketing industry, with companies implementing more respectful and customer-centric approaches to comply with the laws. These changes are not only benefiting customers by reducing the frequency of unsolicited calls and aggressive tactics but also improving the working conditions for telemarketers who are now incentivized based on conversions rather than the sheer volume of calls made. As companies continue to adapt to the new regulations, it is likely that the industry will see a shift towards more ethical and customer-friendly practices in the future.
