Burgan Bank awarded 2017 ‘Best Quality Assurance Program’ by INSIGHTS Mideast
Burgan Bank was recently awarded ‘Best Quality Assurance Program’ and ‘Best Service Assurance Program’ in recognition of the high quality performance by its dedicated Call Center in 2017. Committed to providing world-class services to its customers and setting the benchmark for service standards in the industry, Burgan Bank was presented the prestigious accolades by INSIGHTS Middle East during a ceremony that took place in Dubai on the 15th of May, 2017.
INSIGHTS Middle East, a Dubai based enterprise is the only Call Centre dedicated professional Services organization in the Middle East. Now in its twelfth year, the INSIGHTS Middle East Call Center Awards competition is the undisputed regional indicator for remote customer interaction success and widely acclaimed as having the most comprehensive selection and awards criteria of its type in the world.
Burgan Bank’s Call Center staff was commended for their highest level of dedication to swift turnaround time and efficient methods of accommodating customers’ needs. Channeling the most adept personnel in Kuwait, the Center ensured all requests were attended to with excellent quality service. The ‘Best Quality Assurance program’ award, under the category of Service and Support recognizes Burgan Bank’s unique approach to effective problem solving and customer retention. The Awards were presented to Munther Al Saleh, Burgan Bank Contact Center Manager by Mr. Dominick Keenaghan, CEO and President of INSIGHTS Middle East.
Commenting on the award, Raed Al-Haqhaq, Deputy Chief Executive Officer - Kuwait, said: “We are extremely proud of our hardworking teams that reflect the overall character of Burgan Bank. Driven by a deep commitment to excellence, we strive to attract the best talent available and provide world class training programs for our staff, empowering them to deliver superior customer support. These high achievers serve on the front-lines and represent our combined ambition to serve in alignment with international best practices and our brand values.”
Burgan Bank participated amidst international nominees from sectors varying from financial to telecommunications, airlines, system solutions companies, governmental and private sector companies. The bank was recognized based on a stringent judging procedure adopted. The winners were chosen based on decisions of two judging panels. First panel belonging to INSIGHTS international judges followed by the second round of judging panelists from Middle East Heads and Managers of regional call centers invited by INSIGHTS. The submission process is proven to enhance outcomes and performance in areas such as customer data analysis, process re-assessment and re-development, and employee teamwork.
Consistently re-inventing itself and bringing innovative solutions to the market, Burgan Bank established its call Center in April 1999 as a delivery channel to facilitate customer service and reduce the pressure on branches. Over the years, Burgan Bank Call Center has evolved into a powerful tool in building and developing business to fulfill the growing objectives of the bank effectively, while ensuring maximum customer satisfaction. Regional and international acknowledgments of the kind are testament to Burgan Bank’s overarching objective to enhance the banking experience through its customer centricity and personalized approach.