Mercator Customer Care Centre scoops prestigious industry award

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.

Entering the awards for the first time this year, the Mercator team was delighted to walk away with the award of Best Medium Call Centre 2009. Mercare, Mercator's customer care centre operates 24 hours a day, 365 days a year from a new state-of-the-art facility in the Emirates Group Technology Centre in Dubai.

The centre provides a range of IT support services to over 115 customers including the Emirates Group, Dubai's new low cost airline flydubai, ground handling agents, freight forwarders, tour operators and hotels.

Receiving the award, Mercator's Customer Care Centre Manager Patrick I'Anson, said:

"We are proud to receive the award for Best Medium Call Centre in recognition of our extensive work in the areas of customer service, operations and innovation. We have continually developed and improved our processes and services over recent years and felt confident in entering the awards for the first time this year. Boosted by this win, we look forward to continuing our progress over the coming year and to entering the awards again next year."

Commending Mercator on their win, Insights' President Dominick Keenaghan said, "The Insights judges received a first-time entry from Mercator for this year's Call Centre Awards '09 event and were immediately struck by the quality of the submission. Further in-depth analysis of the response confirmed that the call centre was ranking highly in all areas of operations and most significantly, was very well aligned strategically with its business activities. This was a key measure as far as the judges were concerned. As a result, it came though as a clear winner in the Best Medium Call Centre (> 30 and < 71 seats) category."