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MECC ’17 Countdown Newsletter #4

World-Class Speakers To Add Their Authority To MECC ’17 Conference

Visitors to the Middle East Call Centre 2017 (MECC ’17) web site at can now view the profiles of the main speakers to be involved in the Main MECC ’17 conference and supporting workshops.  With most of them making their Middle East debuts, delegates can expect both fresh insights, and the side benefits of a wealth of industry knowledge and international experience.

Delegates can choose to attend the Main Conference only on May 16-17 where, in a dynamic, new interactive format style, the experts will explore proven ways to improve customer satisfaction and get more out of existing call centre staff.  Optionally delegates may also choose to attend one of their 1 day workshops on May 15 and/or May 18.  In these sessions, extensive treatment will be given to key topics such as “Building a Flexible IVR System”, “Practical Cost Control Measures”, and “Designing & Running An Effective VoC Program”.

To sign up for any of the above and still take advantage of “early bird” discounts go to

Transformative Outsourcing ’17 Speakers Also Announced

As above, the main international experts for this program have also been confirmed.  In this case probably the easiest way to know what to expect is to quote some details from some of their profiles:-

1.    Peter Ryan, Canada

Peter Ryan, Canada
Peter Ryan, Canada

Peter Ryan has been at the forefront of contact center services market advisory for over a decade.  Having began his career in London at Datamonitor in 2003, he quickly established himself as one of the foremost experts in the burgeoning CRM sector.

Over the course of his career, he has advised contact center outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning.

Peter Ryan’s expertise in outsourcing has been recognized multiple times.  He was awarded’s prestigious Best Respected Contact Center Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience.  He was also included in each iteration of the Nearshore Americas Power 50 influencers listings, which identified the most important outsourcing executives in the Western Hemisphere.

2.    Declan Maguire, Ireland

Declan Maguire, Ireland
Declan Maguire, Ireland

Having managed and sold BPO services across verticals (Digital TV & Media,Energy, Financial Services, Healthcare, Public Sector, Telecoms), Declan has significant experience working as an outsourced partner with some of the largest businesses across the UK and Europe. With over 15 years’ experience in outsourcing and financial services, Declan has managed multi-site (1,200 +FTE across 6 sites), multi-contract relationships while being responsible for multi-million pound P&Ls.

Declan is a proven commercial manager having delivered sizeable contracts across verticals over the last 15 years as well as an established senior leader, with experience in regulatory environments, especially Financial Conduct Authority (FCA), where he was the Approved Person.   He recently set up his own advisory to allow other companies to leverage his extensive skills and experience.

3.    Evan Jones, South Africa

Evan Jones, South Africa
Evan Jones, South Africa

Evan Jones is Chief Information Officer & BPO Portfolio Executive of Harambee Youth Employment Accelerator.  Evan joined Harambee from Webhelp, a French/UK-based global BPO operator, where he served as COO to rapidly scale Webhelp’s South African operations to nearly 2000 staff in sites across Cape Town, Durban and Johannesburg. Previously, Evan worked with Discovery Health to transition and operate their North American operation, Destiny Health. At TalkTalk (Carphone Warehouse), Evan was responsible for the company’s offshore (UK & South Africa) contact centre outsourced relationships, managing 5 outsourced partnerships covering 3500 staff undertaking various BPO functions. Evan has also served as the Director of Operations for Merchants South Africa, managing the country’s largest outsourced operations across various verticals and geographies. Evan has personally been responsible for many of South Africa’s early adopters of offshore BPO solutions and has been known to design, transition and operate most of the country’s premier BPO operations.

Unlike most other regional conferences and in a major boost to delegate take-away guidance and future planning, the presentations of the above speakers are being coordinated and inter-linked.  This means that delegates will not only come away with particular presenter insights but also a complete and comprehensive system with which to drive their outsourcing plans going forward.  Unique, does not begin to describe this innovation.

To sign up for Transformative Outsourcing Conference, go to

Call Centre Awards Night 17 Sponsors Confirmed.

The INSIGHTS Middle East Call Centre Awards ’17 Gala Dinner takes place during the Middle East Call Centre 2017 show in Dubai on May 16.

Now in it’s 12th year, the competition continues to shine a light on the region’s top call centres and in particular the key personnel who are driving improvements and excellent results in the sector.  And all of this against the backdrop of a profession that is marked by multiple challenges.  In some cases it’s the seemingly ubiquitous cost control mentality.  For others it’s the inflexibility of processes which tend to favour the company over the customer, and for others it’s the lack of empowerment, especially for agents.

VIVA KuwaitCountless staff however have found ways to move forward – through education, innovation, customer awareness, new ideas, creativity and so on, and these are the people and call centres that the INSIGHTS Awards seek to honour and celebrate.

It comes as no surprise therefore that certain regional companies seek to associate themselves with such a competition and its aim of promoting proactive change and meaningful, business-enhancing development.  INSIGHTS is thus delighted to announce that Saudi Outsourcing specialist SmartLink and Kuwaiti telecom provider Viva Kuwait are the 2017’s Awards Night Sponsors.

Next Free Outsourcing e-book On Its Way – Stay Tuned

How To Avoid Bad Outsourcing DecisionsAs many of you commented, the recent Call Centre Outsourcing e-book entitled “How To Avoid A Bad Outsourcing” decision was a “breath of fresh air” – not only for its clarity in describing the key issues that drag down many Call Centre Outsourcing relationships in the region, but also in its simplicity for pointing the way forward.  (If, by any chance, you have not seen the e-book, feel free to download it at

Well, the good news, is that Outsourcing e-book #2 is in the process of being formatted as we speak, and will be available for free download very shortly.  Of particular note is that Outsourcing e-book #2 sets the stage for a multi-step “Outsourcing for Success” plan.  Follow it faithfully and you can realistically expect to maximize the returns you achieve from going down the Outsourcing route. Better still, sign up for the Transformative Outsourcing Conference in May 17, and the system will be explained to you in person; and even personalized as much as possible in the “Lab” sessions for your situation – a truly unique way to save yourself many potential costs and headaches later.

To sign up, and take advantage of early bird pricing, go to

Free-To-Attend MECC ’17 Vendor Presentations

Free Vendor SeminarVendor presentations have always been a part of the MECC event, and MECC ’17 is no different with an eclectic mix of sessions highlighting product upgrades, special offers and new solutions and innovations to consider.

This year sees a host of the latest and best in areas such as workforce management, all-in-one call centre software, call recording, quality assurance, soft skills training, sales outsourcing solutions and so on.  in particular new show debutant ALMATO will be, highlighting their cutting-edge solutions in the field of robotic process automation.  If ever you needed to spend a day to check with subject matter experts or what to invest in next and discover some great, one-off, money-saving deals, then this is it.

Sessions are on May 16, and mostly repeated on May 17.  Note however that places are limited, so get your application for attendance in at as soon as you can.

Excellent Solutions Make Their Transformative Outsourcing ’17 Sponsorship Debut.

Excellent SolutionsWhen it comes to Manpower and Contact Centre Outsourcing solutions few Saudi companies can match the pedigree and credentials of Excellent Solutions Co. Established in 2004, and with offices in Riyadh, Dammam and Jeddah, Excellent Solutions (ES) has worked with many of the kingdom’s leading commercial and governmental entities such as STC, Zain, Samba, NCB, Ministry of Labour, Ministry of Housing, Abdul Latif Jameel, National Water Company, ELM and many others.  Along the way, and in recognition of its professionalism, standards-driven approach and contribution to Saudi jobs nationalization efforts, it has won many awards and accolades, both locally and internationally.

One particular area of Outsourcing service where ES has established market leadership is Debt Collection.  Here the company has invested in dedicated resources covering business processes, staff, facilities and supporting technology.  As a result it offers a large, well trained team, available on-demand, both male and female collectors, a dedicated legal unit with specialized lawyers for follow-up legal procedures, both local and international collections capabilities, and an experienced management and support team focused on increased collection rates and reduced collection times.  The breadth of service is unmatched by any other regional provider and ES’s win-win philosophy improves corporate cash-flow whilst allowing clients to focus on their core competencies.

For more details contact

Mazen Rabaa
Excellent Solutions
Tel:    +966 11 4197472 Ext-200

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