VIVA Bahrain, a leading telecom services provider in the kingdom, said it has won the “Best Customer Experience Management Loyalty Program” award at a key event on Dubai.

This is the second consecutive year Viva has been recognised at the Middle East Call Centre Awards, having previously won for ‘Best Customer Satisfaction’ in 2013.

At the 2014 Middle East Call Centre Awards ceremony, VIVA was recognised for its successful structuring and alignment of its call centre to continue providing exceptional customer service with the inclusion of services for VIVA Elite, the company’s exclusive loyalty & retention programme introduced for its distinguished customers early this year.

VIVA said it places its customer at the core of its operations and continues to develop and invest in its call centre teams to enable them to deliver the highest standards of service.

The call centre currently has a team of over 150 agents providing customer service and support 24 hours a day, 7 days a week, servicing an average of 260,000 calls per month, said a statement from Viva.

The telecom operator currently manages three call centre operations to cater to its extensive range of customers - 124 for prepaid & post-paid customers, 128 for enterprise customers and 103 for Elite customers.  

With a 100 per cent increase in participation from a large number of regional telecom operators, this year’s event highlighted organizations that have consistently exceeded customer expectation and set new standards in delivering customer service, it added.-TradeArabia News Service