Ooredoo Sweeps Best Call Centre Service Assurance and Best VOC Programme at Middle East Call Centre Awards 2016

Mobilk - Ooredoo’s Contact Centre recently won the Best Call Centre Service Assurance award and Best Voice of the Customer (VOC) Programme Award at the annual Middle East Call Centre Awards, fighting off strong competition from all over the region. The prestigious award recognises Ooredoo’s role as an innovator in customer experience, listening to its customers’ and consistently meeting their needs.

“These awards underline our commitment to consistently engage customers, and do our best to learn from what they tell us, whether that is face-to-face in our stores, through our Contact Centre, social media platforms, website support systems, SMS feedback requests, online help centres, technology blogs, or via our app. Service assurance is at the heart of everything we do and is part of our core commitment to customers. This year, to further improve our customer communication we made several enhancements to our Contact Centre including Interactive Voice Response to tailor the option menu according to the customer’s account, allowing the selection of requests with minimal steps. ”said Amaal Al Lawati, Chief Customer Experience Officer. 

Ooredoo was the first Middle East operator to use ResponseTek ‘Voice of the Customer’ for real-time customer experience insights. Using the world’s leading Customer Experience Management (CEM) software, Ooredoo have been able to solicit feedback across all customer touch points.

Al Lawati added: “I would like to thank all those that made winning this award possible. The constant vigilance, care, and training of our family has enabled us to connect with customers on a human level and improve the Ooredoo experience in every way.”

Organised by INSIGHTS, the Middle East Call Centre Awards has become the undisputed regional benchmark for remote customer interaction success. Not only is it widely acclaimed as the most comprehensive, rigorous and strategy-aligned contest of its type in the world but the process of preparing a submission is proven to enhance outcomes and performance in areas such as customer data analysis, process re-assessment and re-development, and employee teamwork.