Mashreq Bank, the UAE’s leading financial institution, was honoured five times at the 2018 Insights Middle East Call Center Awards. The annual ceremony, now in its 13th edition, recognizes the achievements and successes of call centres in the Middle East region.

Mashreq Bank was presented with the ‘Call Centre of the Year; ‘Best Customer Experience in middle east’; ‘Best Contact Center Manager’; ‘Best Customer Experience Manager’ and ‘Problem Solver award’ for its commitment to excellence in customer service delivery.

Sumit Bhatia, Head of Direct Business Channel at Mashreq Bank said: “We are delighted to be recognized for our constant commitment to the highest standards of service delivery and customer satisfaction. For over 50 years, our customers have been at the heart of everything we do, and we are proud of our call center team who strive to provide them with an enhanced experience. These awards serve as a reminder of our relentless focus on customer centricity.” 

The UAE’s leading financial institution competed against several of the region’s top call centres in areas such as customer data analysis, process re-assessment and re-development, and employee teamwork. 

“We are proud to be acknowledged for our call center capabilities, which we are constantly being developed and refined to ensure the best possible customer experience,” Bhatia concluded.

The INSIGHTS Middle East Call Center Awards is widely regarded as the regional benchmark for remote customer interaction success across the region. Award categories are competitive and nominees are scored against rigorous criteria such as operational excellence, outsourcing strategy and development of emerging technologies.