Annual Middle East Call Centre 2014 Awards

C O N G R A T U L A T I O N S

INSIGHTS' President Dominick Keenaghan Congratulates The Award Winners

Call Centre Of The Year (Strategically Aligned)

Vodafone Qatar

Help Desk of the Year (Strategically Aligned)

Emirates Group

Call Centre OSP Of The Year (Strategically Aligned)

Cupola Group MEA

Helpdesk Manager Of The Year (Small Helpdesk)

Mohammed El Sayed, Fujitsu

Call Centre Manager Of The Year (Large Call Centre)

Sally Haridi, HMC

OSP Account Manager Of The Year

Nada Al Gassab, Silah Gulf

Outstanding Contribution

Deirdre Hutchinson, Vodafone Qatar

Best New Call Centre

Department Of Transport

Best Small Call Centre (Operationally <30)

AW Rostamani

Best Medium Call Centre (Operationally 31-70)

National Call Centre Bahrain

Best Large Call Centre (Operationally, >70 Seats)

Etihad Airways

Best Small Helpdesk

National Water Company

Best Medium Helpdesk

Fedex Express

Best Large Helpdesk

Samsung

Best Small OSP

Bank Nizwa

Best Medium OSP

Silah Gulf

Best Large OSP

Serco

Best Government Call Centre (Monopoly)

Saudi Post

Best Government Call Centre (Critical)

Hamad Medical Corporation(HMC)

Best Government Call Centre (Support)

Ministry Of Labour - UAE

Best Government Call Centre (Utilities)

ADDC

Best Government Call Centre (Value)

Al Foah

Best Customer Retention Program

Mashreq Bank

Best CEM Results

AW Rostamani

Best CEM Loyalty Program

VIVA Bahrain

Best Recruitment Process

Smartlink

Best Career And Skill Paths

Tanfeeth/RTA

Best Employee Retention & Motivation Program

Hamad Medical Corporation

Best Rewards & Incentives Program

Roshan

Best IVR Process

Emirates NBD

Best Technology Platform

ADDC

Best FCR Program

Saudi Post

Best Escalation Management Process

RTA Salik

Best Facilities Best QA Program
Best CRM Analytics
Best Social Media Implementation
Best CEM (Process)

Vodafone Qatar

Best Reporting Systems And Processes
Best Management Information
Best Omni-channel Implementation
Best Internally Developed Application

Silah Gulf

Best Lead Generation Program

SmartLink

Best Service Assurance Program

CrysTelCall

Best (audited) CSAT

Fujitsu

Best VOC Program - Medium Company
Best Customer Care & Big Data Initiative
CEM Implementation

ooredoo

Best Sales Program
Best Customer Winback Program
Longevity Award (Longest Customer Contract)

Cupola Group MEA

Best VOC Program - Large Company (>1000 Employees)

DHL Express

Best Speech Analytics Implementation

VIVA Kuwait

Industries' Leading Call Centres

Agriculture - Al Foah
Manpower Supply - City Services Consultancy
Travel - dnata
Public Transport - SAPTCO

Market Leaders

Bahrain - Silah Gulf
Saudi Arabia - SmartLink
Qatar - bpo+
U.A.E. - Cupola Group MEA

Artistic Awards

Best Call Centre Essay Submission - dubizzle
Best Call Centre Song (Music Video)- Vodafone Qatar
Best Call Centre Comedy (Video) - Silah Gulf
Best Call Centre Music Composition - RTA - Tanfeeth
Best Call Centre Photography Award - Al Ahli Bank Of Kuwait
Best Call Centre Art Award - dubizzle

INSIGHTS "FLAGS" CERTIFICAITON - Pioneer

Samsung

INSIGHTS "FLAGS" CERTIFICAITON - Pioneer

Hamad Medical Corporation(HMC)

Middle East Call Centre Awards 2014 Judges

Ankit Agrawal, Emirates NBD
Maria McCourt, Vodafone Qatar
Ibrahim Seksek, Crystelcall
Mohamed Khediri, Samsung Gulf Electronics
Zuhdi Abduljawad, Department of Transport
Ahmed Ibrahim, Viva Bahrain
Mark Gallacher, Tanfeeth rta
Divya Raj, CSC
Charles Antony, Invita
Amjad Naim, Mashreq Bank
Samia Barj, Etihad Airways
Humeira Majid, Cupola
Farouq Samih Yousef, AW Rostamani
Giles Taylor, dnata
Nada Al Gassab, Silah Gulf