Customer Middle East Editor | May 10, 2015 | Comments 0
The INSIGHTS-organised Middle East Call Centre 2015 ( MECC ’15) event opens in Dubai at the DICEC this Tuesday, May 12, and regional organisations looking to benefit from the increasing number of business-boosting options and experienced outsource service providers that they can partner with are going to be both impressed and spoilt for choice at the show.
According to Dominick Keenaghan president of Dubai-based INSIGHTS, “the MECC events have always been an accurate barometer of and learning forum for what is happening in the regional industry, and what managers and planners need to know to stay current and make future development plans based on proven and reliable foundations. MECC ’15 is no different in that respect but the forum now has additional urgency due to the rapid rise of customer satisfaction up the corporate agenda as evidenced by multiple, worldwide strategy surveys recently. This has taken many by surprise, not least the marketers and sales people who have difficulty recognizing that markets change, and sometimes very quickly, and have continued to plough their traditional furrows in the hope that their ever-decreasing returns are just a blip. Clearly, customers now hold the purchasing trump cards.”
Keenaghan continued, “the need for customer service competency is an issue that most organizations need to face and whilst many have done a good job in building that capability by way of a well-run contact centre and pro-active customer interaction programs (and through effective recruitment, training and ongoing staff motivation initiatives), many have come to the conclusion that this function is more effectively handed off to an expert – that is, an outsourcer, who specializes in such activity. The regional effect, and this is supported by ongoing INSIGHTS analysis, is that contact centre outsourcing is the fastest growing segment of the market at present.”
Concluded Keenaghan, “MECC is known as the annual, Middle East meeting place for the Contact Centre Outsourcing industry and that continues to be the case this year with all the main regional players such as Smart Link, Cupola, BPO+ and Crystelcall in attendance at the exhibition, the availability of premium education for those who, for example, recognize the imperative to be able to craft well structured service level agreements, a program of free presentation seminars and a host of opportunities to obtain expert guidance and take advantage of special show offers. In addition, this year will see the presence of the “bpo big boys”. In other words, experienced international players such as Teleperformance and Sutherland who boast a worldwide network of sites and solutions and who now recognize the growing importance of the Middle East as a market. They not only bring capacity and creativity but a wealth of experience and expertise that will help drive the awareness and availability of outsourcing options for all. Anybody with a requirement for Contact Centre Outsourcing that needs to be explored more thoroughly, or needs to understand the subject more fully, or is just in the market for the best outsourcing deal they can get, should definitely be at MECC ’15 on May 12/13″
About MECC 2015
The MECC ‘15 show is organized by INSIGHTS, and is widely acknowledged as the premier call centre and customer management event for the region. The 2015 version takes place May 12-13 at the Dubai International Convention and Exhibition Centre (DICEC) and comprises the MECC ‘15 Conference & MECC ’15 Exhibition. The former offers the region’s top call centre and customer management professionals a unique, expert-led forum to get up- to-date with the industry’s latest trends and developments, gain fresh ideas and contacts, discuss common issues, and re-invigorate their current development plans. The INSIGHTS Middle East Call Centre Awards 2015 event is also a key attraction of MECC ’15 for the industry’s top performers.
INSIGHTS is the only Customer Interaction dedicated, Professional Services Organisation in the Middle East region to offer a combination of regional experience (19 years serving the regional industry), industry journals (spearheaded by the Customer Middle East portal), international accreditation with recognised global industry bodies (G-CEM, CIAC, etc.), accredited and certified Call Centre training programs (English & Arabic), the region’s only dedicated Call Centre Conferences and Exhibitions and is the developer of the Call Centre Lifecycle Development System.