DUBAI: JCBU of NWC has reaped the Middle East Call Center Award 2011 for its best quality assurance program deployed in customer service at the MECC '11 ceremony and exhibition where the awards were announced for leading positions.
The 2011 version of the annual Middle East Call Center 2011 show (MECC '11) took place recently, with 200 guests from GCC countries who had participated in this year's event
The MECC Innovative QA Award is a certificate that NWC puts the quality of its services first for better customer satisfaction, said Dominick Keenaghan, CEO of INSIGHTS Middle East and chairman of the awards committee.
"We reaped the award after an aggressive competition among submitters to achieve the Quality Award after passing standards of rigorous assessment by analyzing the performance by independent experts in Call Centers who adopted so many measurements to all aspects of the business and strategies, NWC officials said.
Other participants were into the competition of JCBU-NWC for this event, such as Abu Dhabi Water Distribution Comp, DHL, Emirates, Mashreq Bank, CTS, Aramex and RTA from the UAE, Vodafone and Spanco from Qatar, Crystel Call from Jordan, Silah from Bahrain, Nasair, Bupa, Riyad Bank and Smart Link from Saudi Arabia, Al Rayan Bank from Kuwait and Arab Bank and Oman Bank from Oman.
NWC has proved it is a responsible utility provider through their innovative QA program for both customer service and call center staff; this guarantees to the Saudi public a high level of customer interaction throughout the company's service centers.
NWC officials revealed that in addition to filling a comprehensive application form, participants are encouraged to provide as much supporting information as possible.
With ACD reports, customer surveys, training material, employee surveys, recruitment forms, QA forms, call recordings, etc., the average submission this year was over 400 pages long.
In accordance with the purpose of the awards, the final award is given to the organization whose submission clearly demonstrates the closest relationship between operational performance and strategy across the four areas of congruent alignment (people, processes, technology, relationships).
The MECC '11 show is recognized as the premier regional call center event for the region, where many new products, services and companies are launched and the annual Middle East Call Center Awards reception to honor outstanding performance and results by the region's top performers.
© Arab News 2011
