Airline’s call centre manager voted ‘Manager of the Year’
The award, presented at the Middle East Contact Centre World Forum 2006 (CCW 2006) in Dubai, comes soon after Gulf Air winning the coveted Skytrax ‘best onboard catering’ award, for the third time in a row.
Ruth Birkin - front and centre - with a handful of the 190 Omani strong workforce in the Gulf Air Call Centre team in Knowledge Oasis - Muscat
“We are delighted at the recognition,” says Gulf Air President and Chief Executive James Hogan.
“Customers these days are demanding a more positive customer experience, not just service. It needs tremendous amount of dedication, persistence and people skills to deliver that experience especially when managing a centre that handles more than 125,000 calls a month on an average and employs more than 190 staff members, 90 per cent of whom are Omani nationals.”
The CCW, is one of the significant events dedicated to the rapidly growing call centre business in the Middle East. The event, organised by Insights- the only Call Centre-dedicated, professional services organisation in the Middle East region- attracts call centres in the region besides professionals and agents from leading organisations worldwide.
“It is a great feeling. I consider this as a collective reward on behalf of my colleagues without whose co-operation it wouldn’t have been possible,” says Birkin.
“In a knowledge and process-based industry such as a call centre, where vast amount of product knowledge, deft handling of customers and accurate and fast delivery of service, are of primary importance, we need to ensure these are delivered with utmost dedication and commitment with hallmark Arabian warmth and hospitality.”
The Gulf Air Worldwide Contact Centre in Muscat was opened in September 2003 to meet the significantly increasing demands of the Gulf Air customers.
Located in the Knowledge Oasis, Muscat (KOM), it is the first international call centre ever opened in Oman with over 190 staff, catering to customers 24 hours a day, seven days a week using some of the most sophisticated telephony in the market.
The centre handles calls from Bahrain, Oman, the UAE, KSA, the UK, Ireland, South Africa, Singapore and Australia helping customers with all elements of their travel plans. In addition, a dedicated Gulf Air Holidays team handles tailor-made holiday packages throughout Gulf Air worldwide network.
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