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INSIGHTS Awards Night Recognizes Regional Call Centre Excellence

awards16The INSIGHTS Middle East Call Centre Awards ’16 competition reached its conclusion recently in a fun-filled Gala Dinner evening held in Dubai.  The INSIGHTS Awards competition is an annual event that is now in its eleventh year and has seen the competition grow from just 3 winners in 2006 to a multi-faceted format that distinguishes different types and sizes of call centre and even particular areas of expertise within the call centre.

Commented Dominick Keenaghan, president of INSIGHTS in his Gala Dinner opening remarks, “companies may be rightsizing at present but that does not negate the need to provide good customer service or look at outsourcing as a business strategy.  As a result, the regional market for call centre services, outsourcing options and new call centres is continuing to grow, and based on the Awards submissions this year, levels of expertise and competency in the call centre are steadily increasing also.  It is our privilege to be charting and helping to develop such a dynamic industry and the excellent individual work that is taking place in it.”

And so with several hundred of the region’s top call centre professionals in attendance, the Gala Dinner audience held it’s breath in anticipation as each of the Award’s main categories and winners were announced.  Heading the best “industry” call centres were Viva Kuwait for telecoms, flynas for airlines and Mashreq Bank in the finance sector.  They were joined by Dubai Smart Government, Saudi Post and Saudi Electricity in the various government sector categories.  The top individual awards went to Tanya Barton at rta 8009090 and Ashraf Al Shemmari at HRDF, KSA, whilst the leading Outsourcing Service Providers (OSP’s) recognised were Silah Gulf of Bahrain and Cupola in the UAE.  The final “Title” Awards of the evening went to dnata for best Large Call Centre and AWRostamani for Call Centre of the Year.

The 2016 Awards were sponsored by Platinum Sponsor SmartLink, Technology Sponsor Genesys, Best Call Centre Sponsor Viva Kuwait and the Awards Night Sponsor PCCI

About Middle East Call Centre Awards

The INSIGHTS Middle East Call Centre Awards Competition is 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. And for those that win, the special prize – a true sense of achievement, pride, industry recognition, increased customer respect and a desire to improve further.


INSIGHTS is the only Customer Interaction dedicated, Professional Services Organisation in the Middle East region to offer a combination of regional experience (20 years serving the regional industry), industry journals (spearheaded by the Customer Middle East portal), international accreditation with recognised global industry bodies (G-CEM, The Forum, The University of Ulster.), 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.

For further details contact Dominick Keenaghan on +971-4-3329211 (mobile 050-6595406) or email  Web site is

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