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Annual Middle East Call Centre 2013 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)

Bupa Arabia

Help Desk of the Year (Strategically Aligned)

BPO Plus

Call Centre OSP Of The Year (Strategically Aligned)

City Services Consultancy

Call Centre Manager Of The Year (Ambassador)

Munther Al Saleh, Viva Kuwait

Call Centre Manager of the year (<31 Seats)

Rami Al Atiyat, CrystelCall

Call Centre Manager of the year (31-70 Seats)

Luay AL Nimri, Bank Al Jazira

Best New Call Centre

Hamad Medical Corporation

Best Small Call Centre (Operationally <30)

McDonalds KSA

Best Medium Call Centre (Operationally 31-70)

FedEx

Best Large Call Centre (Operationally, >70 Seats)

OSN

Best Government Call Centre (Unified)

National Contact Centre Bahrain

Best Government Call Centre (Utilities)

National Water Company

Best Government Call Centre (Lifestyle)

rta 8009090

Best Government Call Centre (Monopoly)

Saudi Post

Best Semi-Government Call Centre

ADDC

Helpdesk Manager of the Year (<31 Seats)

Ahmed Salloum, QualityNet

Best Small Helpdesk (Operationally, <31 Seats)

Viva Kuwait

Best Medium Helpdesk (Operationally, 31-70 Seats)

Emirates Group IT/Mercator

Best Medium OSP (71-300 Seats)

Silah Gulf

Best Large OSP (>300 Seats)

Cupola

OSP Account Manager of the year

bpo+

Best OSP Reporting Systems And Processes

Silah Gulf

Best OSP Longevity Award (Longest Customer Contract)

Cupola

Best Contact Centre Social Media Implementation

AW Rostamani

Best (audited) CSAT

Viva Bahrain

Best Customer Winback Program

OSN

Best Service To Sales Program

Smartlink

Best Sales Program

Emirates NBD

Best Lead Generation Program

Cupola

Best QA Program

Vodafone Qatar

Best Customer Retention Program

Ooredoo

Best CRM Analytics

Abdul Latif Jameel

Best VOC Program - Small Company (<100 Employees)

AW Rostamani

Best VOC Program - Large Company (>1000 Employees)

Vodafone Qatar

Best Internally Developed Application

Al Ahli Bank of Kuwait

Best Management Information

Emirates Group IT/Mercator

Best Technology Platform

Silah Gulf

Best Escalation Management Process

Dr. Sulaiman Al Habib

Best FCR Program

McDonalds KSA

Best IVR Process

Al Ain Municipality

Best Facilities

Etihad Airlines

Best Rewards & Incentives Program

Al Foah

Best Employee Retention & Motivation Program

rta 8009090

Best Career And Skill Paths

FedEx

Best Recruitment Program

Bupa Arabia

Best Call Centre Song (Music Video)

Vodafone Qatar

Best Call Centre Comedy (Video)

Ooredoo

Best Call Centre Essay Submission

Vodafone Qatar

Best Call Centre Photography Award

Viva Kuwait

Best Call Centre Music Composition

Ooredoo

Best Call Centre Art Award

Ooredoo

INSIGHTS FLAGS Pioneer

rta Despatch

INSIGHTS FLAGS Pioneer

Bupa Arabia

INSIGHTS FLAGS Pioneer

Dr. Sulaiman Al Habib





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INSIGHTS Call Centre/CX Methodologies (ICCM) - Note

Your Awards submission will be sent to our panel of International Judges and they will use a scorecard based on INSIGHTS Call Centre/CX methodologies (ICCM) to mark it. ICCM covers all aspects of customer experience and call centre strategy, branding and operations. The details of ICCM may be best understood through INSIGHTS courses, FLAGS audits and other INSIGHTS consultancy interventions.

The highest Judges scores will be nominated for the different Title Awards, and the winners from these nominees will be decided on Judging Day (though not publically announced till the Awards Gala Dinner on Oct 13.)