Regional call centre industry expands amidst rising demand for customer service and support, says Sage Software

Published June 1st, 2010 - 08:30 GMT

The regional call centre industry is witnessing significant expansion amidst the ever-growing demand for customer service and support, and many of them are looking to leverage new trends and technologies in call centre solutions, said Sage Software, the leading global supplier of ERP, CRM and HRM solutions to medium and large organisations. In line with this, the company marked a significant presence, along with new Customer Relationship Management (CRM) partners Pan Cyber and Voxtron, at the recently concluded 'Middle East Call Centre '10' (MECC '10) Conference and Exhibition in Dubai, where it underlined the capacity to build and support long-term customer satisfaction and loyalty of its 'SageCRM' solution.

The regional call centre industry has witnessed minimal setback from the global economic downturn, thanks to the foresight of majority of the companies to focus on customer retention tactics rather than risk sacrificing the level of customer care. Effectively addressing this specific goal, 'SageCRM' can make critical information for call centres - including service requests, call and escalation history, interactions, multiple contacts, support cases, email, and sent and received documents - easily accessible, thereby facilitating the quick resolution of issues and extensive cross-sell or up-sell opportunities. The solution can also help call centres shorten sales cycles and close deals faster by providing a complete 360º view of vital customer data and automatic distribution of leads.

"After dodging a massive hit from the global economic meltdown, the region's call centre industry has proven its maturity and forward-looking approach towards strategic growth amidst tremendous challenges," said Reggie Fernandes, Sales Manager - Gulf Region, Sage Software. "During our participation at MECC '10, we have met with top officials of leading call centres in the region, primarily decisions makers, who remain focused on leveraging the latest available technologies to maintain and exceed their current performance. We were successful in initiating relationships with key client contacts, and we are planning to leverage this by ensuring that they reap the benefits offered by 'Sage CRM' in growing their business."

Incorporating industry-leading technology to foster better business practices and effortless information exchange throughout the organisation, 'SageCRM' is an easy-to-use, fast-to-deploy, feature-rich, low-cost, Internet-based CRM solution designed to introduce the real benefits of CRM. Adopting the software can empower companies to make the most of every customer interaction and maximise business opportunities and customer satisfaction through fast and convenient access to critical consumer information. Providing comprehensive, easy-to-use tools to successfully manage consumer relationships, 'SageCRM' allows users to quickly analyse, manage, and synchronise sales, marketing and customer care activities across all points of contact, thereby giving them a crucial competitive advantage. In addition to the call centre industry, 'SageCRM' is widely used for different businesses in the banking, construction, real estate, and retail sectors.

"By allowing regional call centres to run their business their way, 'SageCRM' holds tremendous potential to help not only call centres in the region but companies in other industries, which experienced stronger drawback from the crisis, in their customer retention efforts and other initiatives targeting growth. We have designed this CRM software to promote complete flexibility, and we are expecting many call centres in the Middle East to appreciate this, adopt the solution and contribute in maintaining the industry's impressive growth momentum," concluded Fernandes. 

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