Batelco, Bahrain’s leading Telecommunications Company was presented with the Best Contact Centre award at the 3^rd Customer Experience Management (CEM) in Telecoms: Middle East Summit awards ceremony, which was held in Dubai Monday 31^st March.

The Awards ceremony is a key part of the CEM in Telecoms: Middle East Summit. Now in its 3rd year, the summit has grown to become a major event aimed at equipping attendees with the practical tools and first-hand experience needed to take their CEM strategies to the next level. A first-class speaker panel of C level management, VPs and Directors selected from major operators leading the way in customer experience, were on hand to provide a source of inspiration to drive step changes in CEM improvement.

The prestigious Best Contact Centre Award recognises the operator that has designed and developed services that help to retain customers in the face of new competition and higher customer expectations. Batelco has been focused on its customer experience strategy and following intense analysis of its support programmes for customers targetted a number of areas for improvement. Accordingly, Batelco implemented a number of new mechanisms and systems which have raised customer satisfaction levels by up to 90%.

Batelco Consumer Division General Manager Muna Al Hashimi collected the award for Batelco. Mrs. Al Hashimi was accompanied by Batelco Senior Manager Customer Services Jette Blankholm who has been instrumental in leading the Contact Centre transformation programme.

Following the presentation of the award Mrs. Al Hashimi said, “We are delighted to have achieved this accolade in winning the CEM Best Contact Centre award. It validates all our investment and efforts to deliver an unrivalled customer experience by prioritising the needs of our customers.”

“We are continuously focussed on taking the customer experience strategy to the next level in line with the rising expectations of tech savvy customers. New ideas are always needed so we interact with our customers and analyse their needs to ensure our support systems deal efficiently with their specific requirements.”

“Building and maintaining a strong relationship with our customers is of high priority and developing the new Call Centre is just one of the many initiatives that Batelco is implementing to enhance customer satisfaction,” Mrs. Al Hashimi added.

The Awards were judged by a panel of telecommunications experts and the winners were rewarded at a Gala dinner attended by senior executives, personalities and VIP’s from the region’s telecommunications industry.