Leaders of the Middle East Call Centre industry assembled at the Crowne Plaza hotel, Dubai last Wednesday for the annual industry awards ceremony. The event, organised and hosted by INSIGHTS, the regional customer interaction thought leaders, was graced with the presence of senior executives of leading organisations from across the region. Mr. Daniel Horan, commercial director of Vodafone Qatar was present with his team when they were awarded the "Middle East Call Centre of the Year" award. In the individual awards, Hanief Sallie of Mena Business Services and Patrick I'Anson of Emirates Group IT were awarded the "Middle East Call Centre Manager of the Year" title in the large and small call centre categories, respectively. Mr. Tejinder Singh Bhatia, Head - BPO & Contact Center of Spanco GKS received the award on behalf of his company for Best Outsource Service Provider of the Year.
Now, in its 6th year, the call centre awards program continues to achieve its mission of "pushing the bar" of regional call centre performance. This year saw the most significant growth in call centre performance yet, as regional call centres strive to combat global business challenges and increase customer satisfaction. Dominick Keenaghan, President of INSIGHTS, commented "When it comes to customer service horror stories, call centres are easy targets because, by design, they exist to deal with the most complex customer service issues. That complexity often overshadows the incredible achievements of many regional call centres and as such, it is a great pleasure for us to recognise organisations for genuinely outstanding efforts for and on behalf of their customers - "
Leading organisations around the world recognise the strategic role of call centres as the "ears of the company" and the "voice of the customer". In previous years call centre operations managers lead businesses to compete for the coveted Middle East industry titles but this year, most organisations were competing at the behest of their senior executive teams. Many senior executives attended the awards ceremony, including executives from Vodafone Qatar, ICT Qatar, Smartlink KSA, NAS air KSA, FedEx Dubai. Keenaghan added, "When senior executives take the time to understand how call centres really work they inspire those within the operation to excel and thus drive incredible organisational performance. This year, more than ever, we congratulate regional executives for their efforts to leverage branded customer experience across all customer interactions, especially in call centres."
