Ooredoo SweepsBest Call Centre Service Assuranceand Best VOC Programmeat Middle East Call Centre Awards 2016
Muscat, Oman
Ooredoo’s ContactCentre recently won the Best Call Centre Service Assurance award and Best Voice of the Customer (VOC) ProgrammeAward at the annual Middle East Call Centre Awards, fighting off strong competition from all over the region. The prestigious awardrecognisesOoredoo’s role as an innovator in customer experience, listening to its customers’ and consistently meeting theirneeds.
“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 Lawatiadded: “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.
About Ooredoo
Omani Qatari Telecommunications Company SAOG (“Ooredoo”) was founded and registered in the Sultanate of Oman in December 2004. It launched its service in March 2005 as the challenger mobile operator in Oman, originally operating under the name Nawras. The Company was awarded the second fixed licence in Oman in 2009, and launched its international gateway in April 2010, its corporate fixed and broadband services in May 2010, and its residential fixed and broadband services in June 2010. Since 2010, Ooredoo has been an integrated services telecommunications operator and is currently serving over 2 million customers across the Sultanate. Following a successful IPO on 1 November 2010, Ooredoo is listed on the Muscat Stock Market (MSM) under the “ORDS” ticker. Ooredoo is majority owned by Ooredoo Q.S.C. and also has a number of significant Omani shareholders which ensures that the company is strongly integrated into the Omani society. Ooredoo has won a number of awards including Jury’s Distinction Award for Customer Service Excellence in the telecom sector 2013, Leading Telecommunications Company at the Arab Achievement Awards 2013, Best Operator Network at the Telecoms World Middle East 2013 Awards, a number of awards for their outstanding campaigns at the Dubai Lynx Awards in February 2014 and the CommsMEA award for Middle East Mobile Operator of the Year 2015.
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About Ooredoo Group
Ooredoo is a leading international communications company delivering mobile, fixed, broadband internet and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, Ooredoo is guided by its vision of enriching people’s lives and its belief that it can stimulate human growth by leveraging communications to help people achieve their full potential. Ooredoo has a presence in markets such as Qatar, Kuwait, Oman, Algeria, Tunisia, Iraq, Palestine, the Maldives, Myanmar and Indonesia. The company was named “Most Innovative Company of the Year – MEA Region” at the 2015 International Business Awards.
The company reported revenues of USD 8.8 billion in 2015 and had a consolidated global customer base of 117 million customers as of 31 December 2015. Ooredoo’s shares are listed on the Qatar Stock Exchange and the Abu Dhabi Securities Exchange.
Twitter: @Ooredoo
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