The growing demand in call and contact centres in the Middle East is highlighting the need for quality standards and practices in industry management say industry experts.
A new company Xceed Professional Services has opened in Dubai to capitalize in customer contact consulting practice in the MENA region. The Egyptian based company is targeting banking, retail, logistics and telecoms in the region.
Some Middle East contact centers are already competing for business process outsourcing service against competition from long-established Indian call centers says Xceed.
"This is a challenging time for Middle East telecommunications operators as they try to maintain customer loyalty among subscribers, while securing new customers for increasingly sophisticated value-added services," says Ahmed Refky, managing director of Xceed Professional Services.
"Developing sustainable customer loyalty can't come from technology alone and operators introducing new services must also consider the changing dynamics of customer communications and their impact on customer relationships, says Refky referring to the need for certification in the call centre market.
© Gulf Marketing Review 2006
