The regional call centre industry is witnessing significant expansion amidst the growing demand for customer service and support, said an expert.

“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, the leading supplier of ERP, CRM and HRM solutions.

Sage Software, along with new customer relationship management (CRM) partners Pan Cyber and Voxtron, took part in the recently concluded Middle East Call Centre ’10 (MECC ’10) Conference and Exhibition in Dubai.

Sage CRM can make critical information for call centres easily accessible, thereby facilitating the quick resolution of issues and extensive cross-sell or up-sell opportunities, a statement said.

The solution can also help call centres shorten sales cycles and close deals faster by providing a complete 360-degree view of vital customer data and automatic distribution of leads, it added.

“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,” said Fernandes.

“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.”

Sage CRM is an easy-to-use, fast-to-deploy, feature-rich, low-cost, Internet-based CRM solution designed to maximise business opportunities and customer satisfaction through fast and convenient access to critical consumer information, the statement said.

“By allowing regional call centres to run their business their way, Sage CRM 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,” Fernandes added.

“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,” he concluded. – TradeArabia News Service