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Annual Middle East Call Centre 2017 Awards



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

INSIGHTS' President Dominick Keenaghan Congratulates The Awards Winners

Call Centre Of The Year (Strategically Aligned)

dnata

Call Centre OSP Of The Year (Ambassador)

Smart Link BPO Solutions

Help Desk Of The Year (Strategically Aligned)

Emirates Identity Authority

Call Centre Manager Of The Year (Large, >70 Seats)

Ahmed Murshed, Etihad Airways

Call Centre Manager Of The Year (Medium, 31-70 Seats)

Zubair Ismail Al Junaidi, Government of Ajman

Call Centre Manager Of The Year (Small, <31 Seats)

Nawaf F. Al-Khrayef, Al Ahli Bank of Kuwait

Best Large Call Centre (Operationally, >70 Seats)

Etihad Airways

Best Medium Call Centre (Operationally, 31-70 Seats)

Ministry of Education - Tawasul Services Contact Center

Best Small Call Centre (Operationally, <31 Seats)

AWRostamani

Best Mega Call Centre (Operationally, <300 Seats)

mashreq

Best Government Help Desk (Non-Commercial)

NCC Bahrain

Best New OSP

Pioneers Outsourcing

Special Brand CX
Best Rewards & Incentives Program
Best Facilities
Best Internally Developed Application

Bank Muscat

Best Government Call Centre(Enforcement)

SALIK-RTA

Best Government Call Centre(Support)

Ministry of Labor & Social Development / Citizen Account Program

Best Government Call Centre(Value)

rta

Best Government Call Centre(Mega)

Ministry of Labor & Social Development / Citizen Account Program

Best Government Call Centre(Unified)

YESSER

Best Mega OSP (>600 Seats)

Smart Link BPO Solutions

Help Desk Manager Of The Year (Medium, 31-70 Seats)

Mohammed Rahman, McDonalds, Bahrain

Best Customer Experience Platform

Genesys

Debt Collection Services Specialist

Excellent Solutions Co.

INSIGHTS FLAGS Pioneer

Pioneers Outsourcing

INSIGHTS FLAGS Pioneer

Tawuniya

Best Recruitment Program
Best Omni-channel Implementation

mashreq

Best Employee Retention & Motivation Program

dnata

Best QA Program
Best Service Assurance Program

Burgan Bank

Best IVR Process

Ooredoo Oman

Best FCR Program
Best (audited) CSAT
Best Contact Centre Social Media Implementation

HRDF

Best Career & Skill Paths

rta

Best Escalation Management Process

Social Development Bank

Best Technology Platform
Best Sales Program

VIVA Kuwait

Best CRM Analytics

Ministry Of Human Resources and Emiratisation

Best VOC Program (Large Company)

AWRostamani

Best VOC Program (Medium Company)

dnata

Best VOC Program (Small Company)

Sharjah Islamic Bank

Best Customer Retention Program

AWRostamani

Best OSP Reporting Systems & Processes

Crystel

Best OSP Longevity

Smart Link BPO Solutions

Industries' Leading Call Centres

Airline - Low Cost - flynas Airlines
Telecom - Viva Telecom Kuwait
Travel - dnata
Automotive - Zubair Automotive Group
Transport - Tatweer Educational Transportation Services Company (TTC)
Government Finance - Social Development Bank (SDB)
Health Care - Universal Hospital
Insurance - Gulf Insurance & Re-Insurance
Business Aviation - Sky Prime Aviation

Artistic Awards

Best Call Centre Essay- rta
Best Call Centre Photography - rta
Best Call Centre Music Video - Silah Gulf
Best Call Centre Art - rta

Middle East Call Centre Awards 2017 Judges

Zuhdi Abduljawad, Zubair Auto
Farouq Samih Yousef, AWRostamani
Ahmed Murshed, Etihad
Shabana Shah, rta
Manal Al Tamimi, Dnata/EID
Fahad Aloumi, Viva Kuwait
Mohamed El Sayed, Sharjah Islamic Bank
Wael Al-Haj Ali, Smartlink
Maria Abboud, Salik
Naseem Aswad, Smart Link






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