Table of Contents
Frequently Asked Questions
How large is the UAE BPO and call centre market?
The UAE Business Process Outsourcing market is valued at approximately USD 5.1 billion, per Ken Research, driven by call centre and back-office outsourcing demand across banking, telecom, retail, hospitality and government sectors.
Who are the leading UAE call centre operators?
iSON Xperiences operates from Dubai across 22 countries, IBT operates with 2,000-plus UAE professionals, and Volga Tigris provides 24/7 multilingual call centre services, per Outsource Accelerator, alongside Raya CX with a Dubai GCC delivery centre.
What languages do UAE call centres operate in?
UAE call centres commonly operate in Arabic, English, Hindi, Urdu, Tagalog, Malayalam and other South Asian languages, per Contact Point 360, supporting UAE's multicultural customer base with UAE-specific etiquette training.
Do I need third-party approval to open a call centre?
No third-party approval is required for activity 8220.00 at the trade licence stage. You still need to comply with UAE Personal Data Protection Law, TDRA regulations for telemarketing operations and any client-specific engagement requirements.
What does activity 8220.00 cover?
Activity 8220.00 covers call centre operations including inbound customer service, outbound sales and telemarketing, market research, public opinion polling, complaint handling, appointment booking, multilingual support and omnichannel CX delivery.
Topic Summary
Global Hub Driving Strong Client Demand
The UAE hosts a large number of regional and global firms, creating a wide and diverse base of potential clients for call centre operators. This positions Dubai as one of the most attractive locations to offer outsourced customer support services.
A Market Worth Hundreds of Billions
The global customer support outsourcing market was valued at around USD 103.6 billion in 2024 and is projected to reach USD 309 billion by 2034. In the Middle East alone, contact centre outsourcing is growing at roughly 9 per cent per year, with the UAE leading the region.
Multilingual Agents Serve Diverse Clients
Call centre agents in the UAE routinely serve customers in Arabic, English, and other languages, making the country a natural multilingual outsourcing hub. This capability is a key selling point when attracting international clients.
Businesses Outsource to Cut Costs
Companies across sectors increasingly hand customer contact work to specialist call centres to reduce overheads and improve efficiency. This trend fuels consistent demand for outsourced inbound and outbound services.
AI Tools Boost Agent Productivity
New artificial intelligence tools are helping call centre agents handle more interactions with greater accuracy and speed. This technology advantage makes outsourced call centres more competitive and attractive to cost-conscious clients.
No Third-Party Approval Required
A Meydan Free Zone business license for call centre services does not require third-party approval, simplifying and speeding up the setup process. The activity is also not subject to anti-money laundering compliance requirements.
Know What the License Does and Does Not Cover
The license covers running inbound and outbound call centre services for clients, but it does not extend to providing telecom network services, selling your own products, or conducting outbound market research and opinion polling. Those activities each require separate licensing or approvals.
How to Start a Call Centres Business in Dubai with Meydan Free Zone
This activity is the business of running a call centre for other companies. You handle calls for clients, taking orders, giving product information, and helping customers. In the UAE, a hub for global business, demand for this service is strong and growing.
The market is large. The global customer support outsourcing market was worth about USD 103.6 billion in 2024. It is set to reach USD 309 billion by 2034. 1 In the Middle East, contact centre outsourcing is growing by about 9 per cent a year, with the UAE leading the region as a fast-growing, multilingual hub. 2
For operators, this means a wide base of clients across sectors. A Meydan Free Zone business license lets you run call centre services. It needs no third-party approval, as shown below.
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Why Call Centres Are in Demand
- Global hub: The UAE hosts many regional and global firms.
- Many languages: Agents serve clients in Arabic, English and more.
- Cost saving: Firms outsource support to cut costs.
- Round the clock: Call centres run day and night.
- AI tools: New tech makes each agent more productive.
The Rise of Outsourced Customer Support
Firms increasingly hand customer contact to specialist call centres. Here are the key numbers.
Sources: Polaris Market Research; DataM Intelligence
Who Is This Activity For?
8220.98 - Call Centers Services
This activity sits within the broader Activities of Call Centres class. That class covers inbound call centres, which answer client calls to take orders, give product information and handle requests, and outbound call centres, which contact customers to sell or market goods and services.
The license covers running a call centre for clients. It does not cover providing telecom network services. It also does not cover the client's own sales or manufacturing. Note that outbound market research and opinion polling is a separate sub-activity with its own approval. These limits are shown below.
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It helps to be clear on what this license does not cover. It does not cover providing telecom or network services, which need their own license. It also does not cover the client's own product sales or manufacturing. And outbound market research and opinion polling is a separate sub-activity that carries its own approval, so it is not covered under this one.
In short: if you are handling calls and customer contact for clients, you are in. If you are providing telecom networks, selling your own goods, or running market-research polling, those are separate activities.
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Compliance
THIRD-PARTY APPROVAL
This activity does not require third-party approval to obtain a business license from Meydan Free Zone.
ANTI-MONEY LAUNDERING COMPLIANCE
This business activity is not subject to AML compliance requirements.
References
1 Polaris Market Research. Global customer experience business process outsourcing market valued at about USD 103.6 billion in 2024, projected to reach USD 309 billion by 2034.
2 DataM Intelligence. Middle East contact centre outsourcing market growing at about 9.1 per cent a year, with the UAE a leading, multilingual outsourcing hub.
