Outreach
Dialling campaigns
Segment-based voice AI campaigns with UAE-compliant calling windows.
Active campaigns
8
12 configured in total
Calls dialled today
2,946
Across all live segments
Average contact rate
68.4%
Up 6.1% month on month
Promises secured
AED 4.02M
1,190 active promises
Average connect rate
61.8%
Up 3.4pt vs last month
Average handle time
2m 51s
Across all live scripts
Cost per recovered AED
AED 4.62
Blended across campaigns
Campaigns in review
2
Pending compliance sign-off
All campaigns
Segment, owner, calling window, language routing and outcome value
| Campaign | Owner | Start date | Window | Language | Dialled | Contacted | Connect rate | Promises # | Promise value | Cost / recovered AED | Status | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Early bucket reminder Bucket 1 · 1–30 DPD | Fatima Al Suwaidi | 03 May | 09:00–13:00 GST | English / Arabic | 1420 | 71% | 64% | 214 | AED 862K | AED 4.10 | Running | |
Pre-due courtesy call Due in 3 days | Ahmed Al Falasi | 10 May | 10:00–18:00 GST | English | 986 | 76% | 69% | 158 | AED 410K | AED 3.60 | Running | |
Bucket 2 recovery push Bucket 2 · 31–60 DPD | Mariam Al Blooshi | 28 Apr | 11:00–19:00 GST | Arabic first | 742 | 64% | 58% | 121 | AED 704K | AED 5.20 | Running | |
Broken promise follow-up Promises missed | Khalid Al Marri | 15 May | 12:00–17:00 GST | English / Arabic | 318 | 58% | 51% | 62 | AED 226K | AED 6.80 | Paused | |
Hardship outreach Flagged hardship | Noura Al Shamsi | 20 May | 10:00–15:00 GST | Arabic first | 96 | 81% | 77% | 34 | AED 74K | AED 2.90 | Scheduled | |
Legal pre-notice 120+ DPD | Saeed Al Ketbi | 22 May | 10:00–14:00 GST | English | 47 | 43% | 37% | 11 | AED 118K | AED 9.40 | Review | |
Salary-day reminder Bucket 1 · payday sync | Fatima Al Suwaidi | 01 May | 09:00–12:00 GST | English / Arabic | 1102 | 74% | 68% | 189 | AED 512K | AED 3.80 | Running | |
SME merchant outreach Business banking | Rashid Al Nuaimi | 12 May | 09:30–17:00 GST | English | 214 | 66% | 59% | 41 | AED 296K | AED 5.90 | Running | |
Ramadan hardship review Flagged hardship | Noura Al Shamsi | 18 Apr | 10:00–14:00 GST | Arabic first | 88 | 79% | 72% | 22 | AED 58K | AED 3.20 | Review | |
Card overlimit nudge Credit card · overlimit | Ahmed Al Falasi | 06 May | 11:00–16:00 GST | English / Arabic | 540 | 70% | 63% | 96 | AED 187K | AED 4.60 | Running | |
Bucket 3 escalation Bucket 3 · 61–90 DPD | Khalid Al Marri | 25 Apr | 11:00–18:00 GST | Arabic first | 296 | 55% | 48% | 54 | AED 331K | AED 7.10 | Running | |
Auto-loan reminder Auto finance · 1–30 DPD | Mariam Al Blooshi | 14 May | 09:00–17:00 GST | English | 412 | 72% | 66% | 88 | AED 245K | AED 4.00 | Scheduled |
Campaign performance
Promise value secured by campaign (AED thousands)
Daily dial-volume trend
Dials vs. connects over the last calendar week
A/B script test
Live comparison of opening script variants
| Variant | Calls | Connect | Promise rate | AHT |
|---|---|---|---|---|
Script A · Empathy-led opener Leads with acknowledging hardship before amount is stated. | 640 | 67% | 41% | 3m 12s |
Script B · Direct amount-first States overdue amount and due date in the first 10 seconds. | 618 | 63% | 46% | 2m 34s |
Retry / attempt strategy
Timing and connect rate across escalating attempts
| Attempt | Timing | Channel | Connect rate |
|---|---|---|---|
| Attempt 1 | Day 0, 10:00 GST | Voice | 58% |
| Attempt 2 | Day 0, 15:30 GST | Voice | 34% |
| Attempt 3 | Day 1, 11:00 GST | Voice + SMS | 29% |
| Attempt 4 | Day 2, 16:00 GST | Voice | 22% |
| Attempt 5 | Day 4, 12:00 GST | Voice + WhatsApp | 18% |
Channel orchestration
Touches per delinquency bucket across channels
| Bucket | Voice | SMS | ||
|---|---|---|---|---|
| Bucket 1 · 1–30 DPD | 2 | 2 | 1 | 1 |
| Bucket 2 · 31–60 DPD | 3 | 2 | 1 | 2 |
| Bucket 3 · 61–90 DPD | 4 | 3 | 2 | 2 |
| Bucket 4 · 90+ DPD | 5 | 3 | 2 | 3 |
Compliance windows
Calling hours enforced by the dialler
- Sunday–Thursday 09:00 – 19:00 GST
- Saturday 10:00 – 15:00 GST
- Friday & public holidays No dialling
- Maximum attempts per account 3 per day
- Cooldown between attempts 2 hours minimum
- Ramadan working hours 10:00 – 15:00 GST
Language routing
How the agent picks a language per segment
- Customer preference from the lending system decides the opening language.
- Noor switches to Gulf Arabic instantly if the customer replies in Arabic.
- Amounts are always spoken as dirhams and fils in both languages.
- Mixed-language conversations are supported without restarting the call.
- Business banking segments default to English with Arabic on request.
- Hardship-flagged accounts always open in Arabic first for comfort.