Gulf Air's Worldwide Contact Centre (WWCC) Manager Ruth Birkin has been named 'Call Centre Manager of the Year - Middle East.’
The award, presented at the Middle East Contact Centre World Forum 2006 (CCW 2006) in Dubai, comes soon after Gulf Air winning the coveted Skytrax 'best onboard catering' award, for the third time in a row.
Ruth Birkin – front and centre – with a handful of the 190 Omani strong workforce in the Gulf Air Call Centre team in Knowledge Oasis – Muscat
"We are delighted at the recognition," says Gulf Air President and Chief Executive James Hogan.
"Customers these days are demanding a more positive customer experience, not just service. It needs tremendous amount of dedication, persistence and people skills to deliver that experience especially when managing a centre that handles more than 125,000 calls a month on an average and employs more than 190 staff members, 90 per cent of whom are Omani nationals."
The CCW, is one of the significant events dedicated to the rapidly growing call centre business in the Middle East. The event, organised by Insights- the only Call Centre-dedicated, professional services organisation in the Middle East region- attracts call centres in the region besides professionals and agents from leading organisations worldwide.
"It is a great feeling. I consider this as a collective reward on behalf of my colleagues without whose co-operation it wouldn't have been possible," says Birkin.
"In a knowledge and process-based industry such as a call centre, where vast amount of product knowledge, deft handling of customers and accurate and fast delivery of service, are of primary importance, we need to ensure these are delivered with utmost dedication and commitment with hallmark Arabian warmth and hospitality."
The Gulf Air Worldwide Contact Centre in Muscat was opened in September 2003 to meet the significantly increasing demands of the Gulf Air customers.
Located in the Knowledge Oasis, Muscat (KOM), it is the first international call centre ever opened in Oman with over 190 staff, catering to customers 24 hours a day, seven days a week using some of the most sophisticated telephony in the market.
The centre handles calls from Bahrain, Oman, the UAE, KSA, the UK, Ireland, South Africa, Singapore and Australia helping customers with all elements of their travel plans. In addition, a dedicated Gulf Air Holidays team handles tailor-made holiday packages throughout Gulf Air worldwide network.
About Gulf Air
Founded in 1950, Gulf Air, owned by the Kingdom of Bahrain and the Sultanate of Oman, is the only truly Pan Gulf carrier in the Middle East region.
The regional, geographic and cultural values that the airline has embraced over more than half a century are still central to defining its brand and service ethos.
Today the airline’s network stretches from Europe to Asia and covers 50 cities in 30 countries. The fleet comprises 34 aircraft and has the distinct advantage of possessing the strongest network across the Middle East.
A platform for sustained commercial operation has been established over the past three years as part of a multi-phased turnaround programme. It has also provided a framework for a succession of innovative products and services including the unique Sky Chefs and Sky Nannies that form part of Gulf Air’s ’smart airline, successful business’ vision.
International recognition has been achieved as a result of the turnaround programme leading to numerous awards for the airline’s innovative and high quality products and services: These include:
• Best Onboard Catering in First and Business Class (Skytrax World Airline Catering Awards 2005)
• Best designed in-flight magazine (American Creativity Awards,2005)
• Middle East Leading First Class Airline (World Travel Awards 2005)
• World’s Leading Airport Lounge (World Travel Awards 2005)
• Middle East & North African Platinum Best Airline (MENA Travel Awards 2004
• Most Improved Airline (Skytrax Awards 2004)
• Middle East First Class Airline (Arabian Business Awards)
• Best new product launch for in-flight services (PAX international Readership Awards)
• Best First Class Onboard Food (Skytrax Food Category 2004)
• Best Business Class Check-in (Skytrax Check-in Category 2004)
• Middle East region’s best airport restaurant for its restaurant in Bahrain International Airport lounge (PAX International Readership Awards 2005)
