Dubai - MENA Herald: AW Rostamani Group scooped up a trio of awards at the recent eleventh annual Middle East Call Centre Awards event hosted by Insights Middle East, the authority in the region for the contact center industry.
The coveted Call Center of the Year award was one of three award categories won by AW Rostamani. The accolade recognizes excellence in all aspects of customer service, with AW Rostamani scoring top marks for its customer service experience prowess across the eight-fold judging criteria that included:
Appropriate use of contact center channels to best fulfil the needs/expectations of customers, while also meeting the company's goals
Demonstrable understanding and utilization of the core and advanced principles of effective contact center management
The mindful measurement and usage of metrics to achieve the best and most balanced customer and agent experience
Tangible evidence of consistently meeting or exceeding key performance objectives
An innovative and progressive strategy in terms of technology and tools
A people-centric environment with effective performance management and unique communication channels
A clear understanding of the contact center's role within the business at all levels, with appropriate resources and systems in place to ensure success
Evidence of the contact center's positive impact on the company as a whole, and the continuing quest for sustained strategic value
Commenting on the recent wins, Ahmad Ibrahim, Head of Marketing & Communications at AW Rostamani said, “We at AW Rostamani believe enriching the customers’ experience is key. The Call Center of the Year award along with the Customer Care and Big Data awards are proof of our dedication in sharing this vision with the city of Dubai on its journey towards being a smarter and happier city.. Today, we are proud that 30% of our call center staff are Emirati women, including the call center operation supervisor and that’s comes as reflection of our commitment to support and develop Emirati talent”.
The AW Rostamani was also honoured with the Customer Care and Big Data award’s at the industry ceremony. The annual event, which is widely regarded as the most comprehensive, rigorous and strategy-aligned contest for customer data analysis, process re-assessment and re-development, and employee teamwork initiatives, aims to raise the regional benchmark for remote customer interaction and fulfilment customer expectations and needs. Handling over 500,000 calls per year, The AW Rostamani Call Centre lines are open 14 hours a day, seven days a week.