Gulf Air Worldwide Call Centre is the best in the Middle East

The airline's WWCC Sales and Service Manager Rebecca Patterson was invited to take part in the Global Forum at the International Customer Management Institute (ICMI) Annual Call Centre Exhibition (ACCE) 2007 held in San Diego, USA.

Ms. Patterson was interviewed by the President of ICMI Mr. Brad Cleveland discussing the emerging call centre culture in the Middle East, and what makes Gulf Air call centre, in particular, so successful.

She was also invited to join an open forum to discuss the scope for global standards within the call centre industry. The forum included representatives from other award winning call centres from around the globe including the UAE, Singapore, Spain, Mexico, Korea and China, among others.

"Gulf Air has established its name firmly in the field of customer service by winning the prestigious award twice consecutively," says Gulf Air Acting Executive Vice President Sales and Marketing Danny Barranger.

"The call centre is the first point of contact for our customers and we consider it as a springboard to successful business. Therefore, we keep investing in people, who are the invisible face of the company and, ensuring impeccable service standard that have brought this recognition."

Gulf Air won this year's Middle East Call Centre of the Year award at the Insights Middle East Call Centre Awards amidst competition from several international call centres operating in this region. The award is considered as a bench mark for performance and service excellence for the region's estimated 500 contact centres, with about 25 based in the UAE alone.

"Gulf Air WWCC's winning secret combines our ongoing and reinforced commitment to our shared vision supported by a strong management, which is fully committed to exemplary customer service, investment in people and effective governing policies and procedures," adds Ms. Patterson.

Joining Gulf Air in 2003, Ms. Patterson was involved in the opening of WWCC in Muscat overseeing quality and standards. She is now primarily occupied with recruiting for WWCC Bahrain and facilitating the transfer of Call centre operations from Oman to Bahrain.