INSIGHTS


Annual Middle East Call Centre 2021 Awards Winners



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

Call Centre Of The Year (Strategically Aligned)

Federal Express B.V.

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

RTA - SALIK

Best Small Call Centre (Operationally, <31 Seats)

ADNIC (Abu Dhabi National Insurance Company)

Outsourced Call Centre of the Year

Dubai Health Authority

Best Large Outsourced Call Centre (Operationally, 71-300 Seats)

Roads & Transport Authority - RTA

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

Smart Dubai Government

Best Small Outsourced Call Centre (Operationally, <31 Seats)

Fujitsu

Best New Outsourced Call Centre

Invest In Dubai (IID) (Smart Dubai Government)

Best Government Outsourced Call Centre

Dubai Chamber

Helpdesk of the Year

RTA - SALIK

Best Medium Helpdesk (Operationally, 31-70 Seats)

Federal Express B.V.

Best Small Helpdesk (Operationally, <31 Seats)

Fujitsu

Best New Helpdesk

Invest In Dubai (IID) (Smart Dubai Government)

Best Government Helpdesk

Salik/RTA

Call Centre OSP Of The Year

Cupola Teleservices Limited

Best Mega OSP (>600 Seats)

2P Perfect Presentation For Commercial Services

Best Reporting Systems And Processes

Cupola Teleservices Limited

Longevity Award (Longest Customer Contract)

Cupola Teleservices Limited

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

Ahmad Sulaiman Salloum, Al Sayer Group Holding

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

Mohamed Mamdouh, AW Rostamani Group

CX Company Of The Year

Dubai Health Authority

CX Leader Of The Year

Fatima Ali AlKhajah, Dubai Health Authority

Best Government (Non-Commercial) Call Centre (Utilities)

General Organization For Social Insurance

Best Government (Non-Commercial) Call Centre (Enforcement)

Real Estate Development Fund REDF (Collection Department)

Best Government (Non-Commercial) Call Centre (Lifestyle)

RTA - SALIK

Best Industry Call Centre (Financial Services)

ADNIC (Abu Dhabi National Insurance Company)

Best Industry Call Centre (Automotive)

AW Rostamani Group

Best Industry Call Centre (Logistics)

Federal Express B.V.

Best Industry Call Centre (Healthcare)

Dallah Hospital

OSP Manager Of The Year

Wael Al Haj Ali, SmartLink

President's Pick - "Strategy-driven Improvement" Problem Solver

UAE MOHRE

President's Pick - "RPA Innovation" Problem Solver

Federal Express B.V.

President's Pick - "Crisis Response" Problem Solver

Dubai Health Authority

President's Pick - "People Development" Problem Solver

Xceed

INSIGHTS FLAGS CERTIFIED - KPIs

AlSayer Holdings

INSIGHTS FLAGS CERTIFIED - KPIs

ADNIC

Top 3 Problem Solvers

Dubai Health Authority
Federal Express B.V.
Xceed

Middle East Call Centre Awards 2021 Judges

ADNIC - Yousuf Amin
Cupola - Awais Lodhi
GOSI - Norah Alkhudair
DHA/Teleperformance - Tilak Dey Sarkar
Salik - Maria Abboud
AW Rostamani - Abida Abdul Karim
FedEx - Mary G Carr
RTA - Mohamed Moustafa Aly






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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 28.)