OSN wins two top accolades at 2013 Middle East Call Centre Awards

OSN, the leading pay-TV network in the Middle East and North Africa, has won two prestigious awards at the 2013 Middle East Call Centre Awards, reaffirming its commitment to excellence and leadership in customer service management. 

The network was awarded the Best Large Call Centre Award and, for the second consecutive year, the Best Win Back Award, highlighting the organisation’s commitment to support its subscribers through world-class call centre and service operations. 

Organised by Insights, a dedicated professional services organisation focused on call centre operations, the industry accolade is evaluated by veteran professionals and awarded after a thorough and comprehensive review. At the award ceremony held in Dubai recently, OSN’s customer service and retention teams received the awards. 

The 2013 Middle East Call Centre Awards underline OSN’s commitment and focus on innovation in customer-oriented strategies, building subscriber loyalty and assuring retention through timely and professional support. 

David Butorac, CEO of OSN, said: “The customer is at the heart of all of our operations, and we are fully committed to meet and exceed their expectations. With this in mind, our contact centre plays a key role as the first port of call for our valued customers. 

“Delivering a great service across the region to bring our viewers the entertainment and technology they love remains our top priority and is in line with our mission to become the number one customer service team in the region. We are honoured that the investment we have made in developing a world-class call centre operation has won top industry accolades.” 

Launched in August 2009, OSN’s contact centre employs more than 200 in-house Customer Service representatives serving the region. The centre receives on average 250,000 calls per month and offers 24/7 service every day of the year. To constantly meet the demands of its customers OSN regularly surveys its clientele to gain valuable insight and feedback to further build and enhance its contact centre offering. 

OSN has highlighted that 85% of its incoming queries from existing customers are dealt with during the first call while 90% of calls on technical inquiries are resolved through its online diagnostic system. The company has plans to further upgrade the contact centre systems to enhance customer service standards.