Fast developing regional call centre community anticipates MECC

According to Dominick Keenaghan, President of show organizers INSIGHTS "Although new call centre sites are springing up in most industries, the number of call centre "seats" being created is in fact growing at an even
faster rate than the research indicates. This is because many existing call centres, having gone through their initial learning and settling-in periods, are seeing expanded use and functionality in the applications for which call centres can be adapted.

Continued Keenaghan, "The growth rates are predicated on the fact that call centres are able to deliver on their potential in an efficient and effective manner and, in many cases such as outsourcing-focused entities, to world-class standards. For this to happen, the regional call centre industry needs to focus on a number of key issues going forward such as continuous personnel development, operational excellence and customer centricity. The MECC 2005 Conference on January 16/17 has been built around these themes and will feature both international experts and local practitioners specially chosen for their backgrounds and subject expertise. Speakers coming from North America, Europe and the sub-continent, are being complimented by a wide range of regional practitioners delivering local case studies. Vertical market sectors such as telecoms, finance, airlines and government will all be well represented and presenters will detail how they have taken best practice from other parts of the world and modified it to suit local customer bases".

On the vendor participation side at MECC 2005, AVAYA, focusing on Contact Centres, IP Telephony and Mobility has chosen to act as the premier sponsor of the event and will be delivering the technology keynote at the main MECC 2005 Conference. Other sponsors lined up to support various themes of the event include Cisco Systems, Concerto Software, BUZZ Contact Centre, and Dubai Outsource Zone.

"If the event has one overriding theme, it has to be the growing need for regional companies to focus on providing an exceptional customer experience. In other words it is no longer sufficient to be able to handle a customer transaction efficiently. Today's customers demand more. They also want to have an enjoyable, fulfilling experience during that transaction. And in return? They will reward that company with their loyalty and ongoing business. The call centre is the ideal place to start to foster these relationships," concluded Keenaghan.