Ooredoo’s focus on the customer experience – which has been at the heart of its initiatives since the launch of the Ooredoo brand in Qatar last year – has received further recognition with a trio of awards at the Annual Middle East Call Centre Awards 2014, held in Dubai.
The company has increased investment and human resources to support a host of “touch points” across the company this year, including its online resources, nationwide network of Ooredoo shops and Self Service machines, and in particular its call centre, which handles tens of thousands of calls every week.
Mohammed Saleh H. Al-Marri, Chief Sales and Services Officer, Ooredoo, said: “Two of Ooredoo’s key values are caring and connecting, and our on-going investment in the customer experience is enabling us to do more and ensure the highest quality of service for our customers. Ooredoo has delivered major upgrades to our customer systems in 2014, and these have been implemented with no disruption to our customers and an enhanced experience at the end of the process.”
Ooredoo received the awards for “Best Customer Experience Management Implementation,” following the development of a full customer care initiative that has delivered faster response times and offered more accurate information for customers.
It also received awards for “Best Voice of the Customer” and “Best Customer Care and Big Data Initiative”, demonstrating Ooredoo’s success in synthesizing customer insight and feeding it into initiatives throughout the company.
Ooredoo has won the “Best Voice of the Customer” award on numerous occasions in recent years, reflecting its strong roots in the community and capacity to listen to its customers and respond to their concerns.
The company will continue to introduce new innovations in the customer service area throughout the year. Most recently, the company launched Qatar’s first customer service online forum, the ‘Ooredoo Community”, which offers a space for customers to ask and answer questions about services and technical issues with a community of members.
The site, which is accessible at community.ooredoo.qa, provides 24/7 access to information for customers and enables members to talk to Ooredoo staff directly in a free and open environment.
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