Alinma Bank Wins Insights Award for the Best Call Center Technology in the Region

Alinma Bank has won the award for “The Best Call Center Technology in the Middle East 2009," which is one of Insights' awards for call centers in the Middle East.

The award was accepted by Mr. Sami Babkir, the director of the Alinma Bank Call Center, at a ceremony held in Dubai last month at the Crown Plaza Hotel.

Alinma Bank bested a strong field of competition from several regional call centers, all of whose performances were evaluated in light of several basic factors including infrastructure and communication procedures. Based on this evaluation, the Alinma Bank Call Center was found to be at the forefront, surpassing its counterparts in terms of performance, efficiency and the use of modern systems and technologies.

Commenting on the event, Mr. Fahad Al Semari, the General Manager of Retail Banking at Alinma Bank, said, “This achievement is the result of the efforts of the bank’s employees related to providing the best service to our partners, as per our strategy, and to use technology and the best trained human elements to provide the service." He went on to say, "This award confirms that we are prepared to compete strongly in the banking sector in the Kingdom."

The Alinma Bank Call Center is the latest of its kind in the Kingdom and provides services around the clock, seven days a week, in both Arabic and English through its interactive voice response (IVR) technology as well as through personal interactions with Alinma partner (client) service representatives. The center is equipped with the latest systems and electronic technologies and adheres to the highest international standards of quality and performance, which are monitored by a specialized quality assurance team.

It is worth mentioning that the award distribution ceremony, which was organized for the fourth time in the region by Insights, is the most important event related to call centers as it attracts the most important call centers operating in the Middle East. The ceremony aims at enhancing call center service practices for more than 500 call centers in the region. The participating centers are evaluated by an independent committee, whose members include a number of experts in the call center industry. The awards are granted according to a number of criteria including the efficiency of call center operations and the strategies pursued by such centers.