Dubai, U.A.E., 29th June, 2009 – for the second consecutive year, Dnata’s Dubai-based Contact Centre has been recognised for its service excellence, taking the winner’s title in two separate categories in the recent 2009 Middle East Call Centre Awards.
The INSIGHTS Middle East awards ceremony, now in its fourth year, is regarded as the most prestigious event in the contact centre calendar by those in the region’s fast growing industry.
Dnata Contact Centres picked up both Best Large Call Centre 2009 and Call Centre Manager of the Year 2009, which they firmly believe demonstrates their on-going commitment to raising the standards bar and providing their customers with the ‘Dnata experience’, differentiating them from their competitors in the travel and leisure markets.
Steve Davies, Dnata’s Head of CRM and Regional Contact Centres said “We are proud to receive the award for Best Large Call Centre in recognition of our continued work over the past year to consistently improve customer service levels, introduce innovation and lead best practice in the Middle East. We have demonstrated a strong pedigree in customer management, both in the business-to-business and business-to-consumer sectors.”
The Dnata Contact Centre is the largest facility dedicated to travel in Dubai, operating 24-hours a day, and 365 days a year. Professional travel experts transact business in 18 languages, backed by Dnata’s state-of-the-art travel systems. Its innovative management and best practices were used to bring expertise and knowledge to Dnata contact centre operations subsequently established here in Dubai as well as in KSA, Kuwait, Oman and Abu Dhabi.
INSIGHTS’ President Dominick Keenaghan commended them on their win: "Awards '09 saw Dnata Contact Centres retaining their crown in the category they first won in 2008. This year, Dnata had stronger competition than last but once again proved to be some way ahead in terms of operational excellence. Ongoing performance improvement is clearly a hallmark of the Dnata Contact Centre".
In the category of Call Centre Manager of the Year, Dnata’s Nicola Lott was named joint winner. Since joining the Dnata team in 2007, Nicola has worked tirelessly to examine and improve every facet of the call centre environment, from staff training and motivation to operational excellence and quality assurance.
INSIGHTS’ Dominick Keenaghan explained: "With twice as many call centres entering this year, competition for the top accolades was extremely intense. In this category INSIGHTS received outstanding submissions from both Dnata’s Nicola Lott and Humaira Majid of CTS. The judges were unable to determine an outright winner, so for the first time in the competition's four-year history, decided to declare a tie!”
Dnata now aims to build still further over the next 12 months on their successes, building on their current South-African-based Mindpearl outsourced provisions and the credible track record already established in the airline sector. These established business models are transferable to other market sectors, where Dnata can offer their proven expertise and in-depth knowledge to other companies. Their sales teams are already talking to potential new customers in the fields of aviation, Government, financial services and utilities, where they can provide the full range of business needs – the location, trained staff and business technology to provide a fully managed contact centre operation.