Dubai firms win top call centre awards
Dubai, June 19, 2008
Duabai companies were the biggest winners at the annual Middle East Call Centre Awards.
Dnata was named the top regional call centre, RTA-Salik the best new call centre and cts with the best regional Call Centre manager at the annual Middle East Call Centre Awards ’08 Gala Dinner. Call centres at the regional centres of DHL and TNT in Dubai also picking up trophies.
“This was the third year that the Awards have been run, and Dubai has never before featured in the two top awards of Call Centre of the Year and Call Centre Manager of the Year. Those categories had formerly gone to call centres in Riyadh, Muscat and Abu Dhabi. With Dnata winning the former category and Humaira Majid of cts the latter, the two will now go forward to represent the region at the World Call Centre Congress in Phoenix, USA in September,” according to the president of event organisers Insights, Dominick Keenaghan.
“Individual awards are becoming more difficult to win each year because more and more regional call centres see the immense value of entering the Insights’ Awards competition. Not only does the process of preparing a submission force a through analysis and evaluation of ongoing operations and strategies, those activities in themselves valuable exercises to expedite ongoing, internal development and improvement initiatives, but the impact and effects of winning an award has been demonstrated to have many, unique, galvanising benefits for employee morale and motivation.
“In particular, the accolades are a great way to attract senior management’s attention to the valuable work going on in the call centre in bottom-line affecting areas such as customer loyalty and retention. We know this because previous award winners continue to enter each year in the hope (they tell us) of repeating the joys of winning, being recognised by their regional peers and gaining higher status within their own community.”
Other trophies handed out at the Awards 08 event included two to Arab National Bank in KSA for “Best Technology Platform” and “Best Quality Assurance Programme”, SpancoGKS of Qatar for the “Best Internally Developed Call Centre Application”, Bupa Arabia of KSA for the “Best Retention and Motivation Programme”, CrysTelCall of Jordan as “OSP of the Year (less than 71 seats)”, Xceed of Egypt for “Best Career and Skill Paths” and “Special Achievement” awards to Etisalat Customer Care Centre and Nada Majid of Zain Bahrain for “Sales Improvement Programme” and “Live Cycle Strategist” respectively.
In the small Call Centre category of less than 71 seats, Brian D’Costa of DHL was “Manager of the Year” and TNT was “Call Centre of the Year”.
The region’s leading call centre supplier Avaya and the rapidly growing Dnata Contact Centre jointly sponsored the event. - TradeArabia News Service