LONDON/KUWAIT CITY, June 9: Ooredoo Kuwait, part of Ooredoo International Group, collected a haul of trophies for excellence in customer centricity and employee engagement from The Global Association for Contact Center & Customer Engagement Best Practices at its annual Contact Center World Awards held in London last week. These included individual awards for leadership as well as trophies for implementing best-practice and operational excellence.
The presentations were made at the 2016 Best Contact Center Practices conference at the Grange City Hotel in London last week. This followed a rigorous judging process including a written submission and a public presentation made by the nominees to delegates of the conference. The awards receive on average around 1,500 submissions annually from call centres across all industries including both in-house and outsourced operations.
Ooredoo’s first trophy was presented to Kuwaiti national Wael AlSultan who was named Best Contact Center Director in EMEA. Wael was recognised both for his unique leadership style as well as his efficacy in introducing wide-ranging improvements in Ooredoo’s contact centre.
These have resulted in the Kuwaiti mobile operator taking a leading position in customer satisfaction and retention whilst generating additional revenues from providing advanced technology services to Kuwait’s technologically savvy citizens.
Wael AlSultan, Head of Customer Care at Ooredoo Kuwait said: “It is truly an honour to have been presented this award by our peers across the call centre industry. Having implemented some significant and wide-ranging enhancements over the past 12 months — it is deeply satisfying to see our efforts recognised, and in particular that our entire team has been rewarded at this prestigious event.”
Sultan continued: “I thank everyone at Ooredoo Kuwait, and especially my colleagues in the contact centre and our support functions in IT and HR, for their commitment to team work and their dedication to our customers and staff.”
Wael was joined on stage by fellow Kuwaiti nationals, Laila AlSharraf and Lina AlKaaki — who were recognised for excellence in the Support Professional categories for IT and HR respectively. This recognises the importance that Ooredoo Kuwait places in its customer care technical infrastructure and Human Resource Practices to ensure its customers are not only buying the latest mobile innovations — but that they are enjoying the experience of being served by motivated employees equipped with the most up-to-date technologies as well.
Ooredoo Kuwait’s contact center was also recognised for providing a positive working relationship with its agents, being awarded for its unique incentive program and in the medium-sized contact center category.
Ooredoo’s incentive program rewards agents with ‘points’ based on the value and priority of the service they sell. They are also deducted points for unsatisfactory service as judged by the customer. Ooredoo Kuwait converts these points into a financial bonus which is awarded at the end of the month — supplementary to the agent’s salary and other benefits.
Ooredoo Kuwait’s incentive scheme was so influential that it has not only supported annual year-on-year revenue growth — but it has also reduced staff turn-over and improved employee advocacy. This program is now being rolled out across the Ooredoo Group.
These awards were collected by Cobus Crous, the operational manager for Ooredoo Kuwait’s contact centre who was himself recognised in the Best Contact Center Operational Manager category.
The Contact Center World Awards have been encouraging excellence across the industry for eleven years. They pride themselves on the transparency and fairness of the awards process which has multiple layers and stages of judging. 1,500 submissions were judged in the early stages and 70 companies eventually recognised for being the best of EMEA.
The Contact Center World Awards are organised by The Global Association for Contact Center & Customer Engagement Best Practices. The association has a truly global footprint (members in over 200 countries) and supports 148,000 personal members from enterprises of all sizes with ideas, information and opportunities including best practice awards, conferences and certification programs.