INSIGHTS, the organisers of the annual Middle East Call Centre (MECC) show, has announced the winners of its 2012 awards, held as part of its show, held recently at the Dubai International Convention & Exhibition Centre (DICEC).
Vodafone Qatar dominated the awards with wins in 5 categories including “Call Centre Of The Year”, “Best Internally Developed Application”, “Best VOC Program – Medium Company (100-1000 Employees)”, “Talent Award – Best Essay” and “Talent Award – Best Music Video”. Cupola Teleservices won 3 awards: “Call Centre OSP Of The Year (Ambassador)”, “Best Sales Program”, and “Longevity Award”. Awards were given out in 35 different categories, acknowledging outstanding contributions by both organisations as well as individuals.
Dominick Keenaghan, president of INSIGHTS, said, “We congratulate all the winners. The awards program has grown year on year and 2012 has been the most successful yet. We are pleased to be able to draw on a panel of international call centre experts to provide an open system of marking for our awards. This combined with our comprehensive and rigorous submission forms means that our awards are now internationally acclaimed in the industry.”
INSIGHTS launched the Middle East Call Centre awards program in 2005. The program is designed to:-
- Promote the adoption of recognised call centre business strategies and operational tactics
- Create a recognisable goal that ultimately leads to increased motivation and increased industry pride
- Recognise the efforts and results of businesses that develop outstanding call centres
- Act as a performance development tool to challenge the boundaries and stretch the limits of regional call centre performance.
- Ensure the regional businesses build and operate call centres that deliver 360 degree value returns
- Make call centre professionals think laterally, to be creative and to perform beyond expectations
- Provide a means for call centre operators to evaluate themselves and their own performance in order to identify and overcome any performance gaps.
- Recognise outstanding individuals at the “heart” of the regional industry
The feedback from competitors demonstrates that INSIGHTS has come a long way towards achieving the ultimate goal of the annual awards program,” added Keenaghan. “While we have achieved significant success there is still some way to go – particularly in the areas of strategic congruence and Customer Experience Management.
To ensure that the program continues to “push” performance as required INSIGHTS intend to continue the development of the awards program. The 2013 event will include all new categories, numerous certification options and an entirely new entry form.
A full list of winners:
Call Centre Of The Year (Strategically Aligned): Vodafone Qatar
Call Centre OSP Of The Year (Ambassador): Cupola Teleservices Ltd
Call Centre Manager Of The Year (Ambassador): Khurram Iqbal, Cupola Teleservices Ltd
Best Large Call Centre (>70 Seats): Bupa Arabia
Best Medium Call Centre (31-70 Seats): RTA Salik
Best Small Call Centre (<31 Seats): DHL Qatar
Best New Call Centre Bank: AlJazira
Best Medium OSP (71-300 Seats): CrysTelCall
Best Large OSP (>300 Seats): SmartLink
Best New OSP: Silah Gulf
Best Government Call Centre – Utilities: ADDC
Best Government Call Centre – Support Roads & Transport Authority: RTA
Call Centre Manager Of The Year (<71 Seats): Barbs Bold, OSN
Best Recruitment Program: City Services Consultancy
Best Quality Assurance Program: City Services Consultancy
Best Retention & Motivation Program: The Resource Group (TRG Pakistan)
Best Career & Skills Path: SCECO
Best Call Centre Technology Platform: Silah Gulf
Best Internally Developed Application: Vodafone Qatar
Best Sales Program: Cupola Teleservices Ltd
Best Lead Generation Program: Abdul Latif Jameel
Best Win-back Program: OSN
Best Facilities: Etihad Airways
Best VOC Program – Small Call Centre: National Water Company
Best VOC Program – Medium Company (100-1000 Employees): Vodafone Qatar
Best VOC Program – Large Company (>1000 Employees): Qtel
Longevity Award: Cupola Teleservices Ltd.
Best Reporting Systems And Processes: Silah Gulf
Best Call Centre Help Desk: Emirates IT
Best Quality Of Submission: Etihad Airways
Outstanding Industry Service: Hilti Emirates LLC
Market Pioneer: Contact Center Company
Market Pioneer: bpo+
Talent Award – Best Essay: Heba Saeed, Vodafone Qatar
Talent Award – Best Music Video: Vodafone Qatar