Batelco was presented with the Best Contact Centre award at the third Customer Experience Management (CEM) in Telecoms: Middle East Summit awards ceremony in Dubai.

The awards ceremony is a key part of the summit.

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 targeted 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 per cent.

Batelco Consumer Division general manager Muna Al Hashimi collected the award for Batelco. She was accompanied by Batelco senior manager customer services Jette Blankholm, who has been instrumental in leading the contact centre transformation programme.

"We are delighted to have achieved this accolade in winning the CEM Best Contact Centre award," stated Al Hashimi.

"It validates all our investment and efforts to deliver an unrivalled customer experience by prioritising the needs of our customers.

"We are continuously focused 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," she said.

"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," she added.-TradeArabia News Service