mercator, the IT solutions provider of the Emirates Group and a global leader in business technology solutions for the airline and transportation industry, has scooped another industry award. For the fourth year in a row, mercator’s customer contact centre, has been named ‘2012 Best Call Centre Help Desk of the Year’ by Insight, the Middle East’s largest contact centre organisation, at the Annual Middle East Call Centre Awards.
The Award was presented to the head of mercator’s Customer Contact Centre, Patrick I'Anson, who leads a team of call centre professionals servicing not only mercator’s airline customers in 79 countries, but also many of the divisions within the Emirates Group. The Group employs a 60,000 strong workforce and is comprised of Emirates Airline, one of the largest passenger and cargo airlines in the world, and dnata, one of the world’s largest travel services company, along with 50 group subsidiaries
“Patrick and his team are clearly delivering superior levels of service quality through the contact centre. This level of customer services is having a positive impact on mercator’s business,” said Dominick Keenaghan, Chief Executive Officer of Insights Middle East and Chairman of the Middle East Call Centre Awards Committee. “With a constantly changing economic landscape and the need for companies to extract maximum value by delivering more with less, the role of the call centre in achieving competitive advantage continues to grow in importance.”
On the award, Patrick I’Anson commented, “this award is testimony to the dedication of our great call centre teams who clearly help mercator exceed its customer’s expectations. We are all aware of the relationship between positive call centre experiences, customer satisfaction and business success. It is us in the call centre constantly delivering on the promises mercator makes to its customers which leads us all on the journey of success.”
Source: mercator