Dubai Bank receives ‘Best Call Centre Performance’ award from Ethos at UAE Customer Service Week

Dubai Bank announced today that it has won the Ethos Consultancy award for “Best Bank - Call Centre Performance” at the 2011 Bank Benchmark Index Awards. Hisham Hammoud, Chief Operating Officer and Head of Retail of Dubai Bank, was presented with the accolade by Philip Forrest, President of The International Customer Service Institute, during UAE Customer Service Week.   

Ethos Consultancy, an evaluation body, tested the customer service levels of several service providing organisations across the UAE, going through their entire frontline customer facing channels, assessing their efficiency and credibility. The areas evaluated included branches, call centres and websites. Dubai Bank’s call centre ranked first among all UAE banks based on its responsiveness, personalised service, innovation and highly trained employees. 

Hammoud praised the efforts of Dubai Bank’s Call Centre team and highlighted the bank’s commitment to introduce a service concept that exceeds all expectations: “We at Dubai Bank believe customer service is one of the most important pillars within an organisation, particularly as the banking sector witnesses unprecedented competition. 

“Dubai Bank aspires towards the best through a banking structure which introduces the right products for our target customers. We have invested substantial resources to further enhance our leading position in the sector.” 

Philip Forrest, Founder and President of The International Customer Service Institution commented: “Dubai Bank continues to prove that it’s willing to push the boundaries when it comes to providing quality customer service. This is exemplified by their constant presence in the rankings where they have always been among the top 5 when it comes to service excellence across the 3 main contact channels i.e. Website, Call Centres and Branches. Telephone banking is one of the most preferred channels for customers when dealing with their bank and the constant improvement by Dubai Bank shows that they are indeed in touch with their customer’s needs. And due to this hard work and determination, they were rewarded with the Best Call Centre Performance Award and maintain their standing as being among those organizations that are constantly changing the face of customer service in the Middle East.” 

Waleed Al Awadi, Head of Branches and Royal Banking, Deputy Chief Marketing Officer of Dubai Bank, who was also in attendance at the awards ceremony, said: “Developing effective interactive channels is a key focus for the management of Dubai Bank and is a major factor behind attracting customers. The great efforts of Dubai Bank’s call centre are a perfect example of the quality and efficiency of our interactive channels.  

“Customer service is a top priority for Dubai Bank and we have invested significant resources to become an industry leader. Nowhere is this commitment more obvious than in our call centre, which is staffed by some of the best people in the business. Through a world class training programme, customer service excellence has permeated all levels of the bank from the grassroots level to the senior management team, enhancing how we as a bank respond to the needs of our valued customers.” 

In 2010, Dubai Bank implemented a five-year strategy with premium customer service at its core. The subsequent launch of products such as “Royal Banking” – a customised wealth management solution for premium customers – and “Prestige” – a bundle of services offering value and convenience – are exceptional for their partnership approach which sees the bank work closely with clients to help them realise their financial goals. The bank’s employees have also received first class training in order to deliver customer service excellence.