Mashreq wins 'Best Call Centre Award'
24 May 2010
Dubai, United Arab Emirates, 20 May 2010: Mashreq, one of the UAE’s leading financial institutions, recently won the ‘Middle East Best Large call centre’ award organized by Insights. The Insights Middle East call centre awards honour companies that provide the highest standards of customer service, support and response to customers. This award reflects Mashreq’s efforts and commitment to constantly provide convenient banking solutions to its customers, be it through the call centre, branches across the UAE, Internet or Mobile Banking.
One criteria for choosing the winners included volume of calls received on daily basis, efficiency in servicing customers and resolving issues quickly.
Gavin Sanderson, Head of Distribution, Mashreq stated, “We are delighted to receive this esteemed Regional award from Insights. This award is a direct recognition and is testimony to the tremendous success of our local call centre operations. Our submission was underpinned not only by the excellent day to day service standards, but to our ongoing commitment to staff development, especially UAE Nationals, and the delivery of high quality value-added services to our customers on a 365/24/7 basis.”
Mashreq’s call centre receives an average of 12,000 calls on a daily basis and is based at the Dubai Outsource Zone. It has total number of 190 employees, over 50 of which are UAE Nationals who are undergraduates of local Universities. Over 17 nationalities are employed and all staff have undergone series of extensive training to deal with a wide variety of issues, offering customers with comprehensive assistance to ensure their banking requirements are met, in a language convenient to our customers.
Mashreq’s call centre is among the most advanced and progressive in the region, managing a large volume of calls every day of the week. In recent years, Mashreq implemented a range of pioneering human resource techniques to ensure that call centre workers remain motivated and eager to help with customers' questions and inquiries.
Sanderson ended, “Winning this award comes along increased responsibility and higher expectations from our customers to ensure we deliver a standard which is consistently, the best in the market. We will ensure that we continue to raise the bar to maintain our leading position in the years to come”.
Over 100 companies from across the Middle East region submitted entries for a number of awards including call centres from various industries such as travel & leisure, telecom providers, courier companies, government segments and financial institutions.