Commercial Bank, Qatar’s first private bank, has won the “Best Contact Centre” award at the Gulf Customer Experience Awards 2015.
The Gulf Customer Experience Awards celebrate best practice in delivering outstanding customer experience across a broad range of industries and categories in the Gulf. Besides providing companies with recognition for their hard work, the awards aim to support organisations by promoting continuous improvement and learning.
Competing against the region’s most prominent companies, Commercial Bank was chosen as the winner at the Gulf Customer Experience Awards 2015 in the Contact Centre category during a ceremony held in Dubai last month.
Commercial Bank’s contact centre has been on a two-year programme of improvement to deliver an enhanced service experience to all customers. Call recognition through customers’ registered mobile numbers means the bank’s automated telephone system can direct customer calls swiftly to the correct team or a helpful self-service option.
With many customers travelling frequently, overseas calls to the contact centre are fast-tracked to an agent, as the bank recognises these calls are often urgent. A new and dedicated customer care unit was also established within the contact centre to give customers an end-to-end resolution of any query that previously required customers’ time in a branch.
Commercial Bank CEO Abdulla Saleh al-Raisi said: “Understanding of our customer demands and expectations to deliver outstanding customer service is a core objective for Commercial Bank and I’m delighted our efforts have been recognised through this regional award.
“We are proud of the significant improvements to Commercial Bank’s contact centre that deliver an enhanced customer experience. This award reinforces how important this journey has been for us and how proud we are to provide our customers with the best experience possible.”