Emirates Post subsidiary, EMP, achieves ISO 9001:2000 certification in Call Centre operations

EMP operates call centers, manages UAE's largest database and provides a host of direct mail marketing services to leading corporates and government agencies across the UAE.

"The ISO 9001:2000 certification crowns months of hard work by the EMP team in raising the standards to global benchmarks," said Mr. Abdullah Al Daboos, Director General, Emirates Post. "The customers can now rest assured that EMP can deliver world-class services. The recognition will spur our other subsidiaries to follow EMP's example and double their efforts to achieve higher quality standards."

Mr. Ahmad Tahlak, CEO of EMP, said, "As a provider of complete turnkey solutions for all marketing needs, EMP is proud of this achievement. The certification represents recognition of the highest level of customer service and quality standards across all customer touch points. The ISO 9001 200 certification will enable EMP to move forward on the quality pathway and boost customer confidence in our offering."

"The certification is the result of successful development of the Call Center Quality Management System, as well as implementation of all the standard requirements throughout the various activities and processes. Getting the ISO certification is a triumph for the company's continuous efforts to enhance and improve its services," said Mr. Mohammad Kamal, Assistant CEO Commercial Operations and Call Centre.

With the Quality Management System operating at the Call Center, EMP has succeeded in drastically reducing the number of customer complaints. At the same time, an efficient customer complaint system has been developed to deal with complaints.

The EMP Call Center has realized several benefits from implementing the ISO 9001:2000 requirements. It can now control internal activities effectively and monitor customer service levels more efficiently, maintain and consolidate integrated work relationships across teams.

EMP has drawn up an ambitious strategy to emerge as a leading player in the region's growing call centre market place, by serving as an integrated platform providing the most sophisticated technology-enabled call centre environment, highly skilled, trained and multilingual work force and established business processes certified to the global quality standards.

EMP will open another dedicated call centre in downtown Dubai with a capacity of over 65 seats within the next three months. In 2008, EMP will launch a state-of-the-art double-decker call centre in the Group's headquarters building in Ramoul, near Dubai Airport. With over 250 seats, it will be one of the most sophisticated call centers in the region.