During receiving the award
Mashreq was a proud recipient of the Silver Medal in the category of Best Contact Center (in house) at the EMEA Region at the Contact Centre World Awards that recently took place in London.
With organizations competing from 16 countries across industries including airlines, financial & banking industry, telecommunication, airlines, FMCGs, Mashreq’s Contact Centre is the first in the UAE to be ranked by Contact Center World, an international independent evaluator.
The bank’s implementation to adopt and implement ‘Lean’ practices to the day to day management of the contact center, providing more structure, uplifting skills, changing mindsets, all to betterment of customer experience and alignment to the banks vision secured the award.
Anindo Bhattacharya, Head of Direct Banking Channels and Leonard Francis, Contact Center Manager represented Mashreq and received the award from Raj Wadhwani, President of the Contact Center World.
Bhattacharya commented, “We are extremely pleased to be awarded. Delivering superior customer service across the contact centre combined with offering customers with the most rewarding banking relationship has always been a priority. A combination of simplified process, highly trained staff and commitment to achieve higher scores in ‘First Point Resolution’ resulted in achieving this recognition, which is a reflection of our continuous efforts.”
The call center receives 110,000 calls per month, 80% of all requests are answered within 20 seconds on average. With an improving complaint Contact Resolution at first contact has resulted in scoring a steady 55% with plans to score 90% before the year end.
Contact Center World Awardstake great pride in propelling the contact center industry across EMEA, Asia pacific and the America's, promoting best practice sharing and constantly challenging the norms with the sole intent to improve customer experience through the contact center.