Submission Notes

The INSIGHTS Middle East Call Centre/CX '25 Awards winners will be announced at the Middle East Call Centre/CX Awards '25 Gala Dinner on Sept 25, in Dubai. Submissions must be received in August as previously indicated and nominations will be announced in early September.

As in previous years, all competitors who get nominated may be asked to send a "judge" from their team for one complete day to help with the marking of some primary nominee submissions on Thursday, September 11, 2025 in Dubai (the regional Judging Day) . All nominated competitors need to budget for this possibility, no exceptions. Further details on how this process will work will be sent out in due course - this development is part of INSIGHTS' commitment to make the Awards judging process progressively more open and to encourage an even bigger number of the Awards to be decided by call centre professionals from the region itself.

From a nominations and "Awards Judging Day (Sept 11)" standpoint, the tried and tested INSIGHTS lifecycle development model continues to be the main methodology used to recognise regional excellence and outstanding performance - so the Best Call Centre nominations will be selected from the Call Centres that leverage maximum benefits from the opportunities that are presented in it's specific market and industry to maximise customer experience/service, employee satisfaction and organisational efficiency and effectiveness.

So, please complete the following steps. This stage is for your Awards submission and varies in length depending on your registration choices. ( Note that editing following initial completion before the submission deadline is possible.) Good luck.

With regards to your submission:-

You may attach as many pdf file uploads as additional, evidential supporting information as you feel appropriate. However, for confidentiality and logistical reasons, note that the regional judging panel does not get to view these files. In other words, the essence of any of your particular answers needs to be contained in your main submission document. In addition, you should note that

• The main submission should NOT contain any logos or other brand information. Branding may be included in supporting file uploads.
• Submissions not received before the closing date will not be considered by the judges.

Captive Call Centre entry form

Call Centre Manager entry form

This entry form should NOT be used for Private Sector Operations, Outsource Service Providers OR Outsourced Call Centre Operations.

Middle East Call Centre Awards 2025 Overview

Please confirm the categories that you wish to participate in :

In completing the form, feel free to upload files in support of your response as necessary. (This helps the international judges to decide on the nominations. The regional judges don't see these files, so your main response needs to answer the question fully.)

Competitive Strategy

(You need to choose one (and only one) of the six options listed below. Judges will compare your response to the public representation of your organization/brand. If this section is incomplete or inaccurate your submission will be disqualified)

11. Based on the INSIGHTS model (shown below):

Note that this is the most critical characteristic for nominations. Invalid selections will result in disqualification. INSIGHTS provide training programs related to this call centre development model

12. Describe, using actual data, materials, presentations, models, methodologies documentation, certification, and other examples, the following aspects of your call centre operations:

13. Demonstrate, using actual examples and data, how each of above aspects of your call centre operation are specifically and UNIQUELY designed and operated to support the brand strategy and the competitive strategy, and how each aspect aligns with the brand values of the organisation. The aspects to include here are as above:

As in previous years, we are aiming to add to the regional analysis we present at the MECC '25 Conference on Sep 24-25 by conducting some separate, foundational research. To this end, we would be grateful if you would also complete the separate Excel document called "Abandoned Calls Data" and upload this data back to us with your submission. Thank you.

Click here to download the "Abandoned Calls Data" Excel document.

After completing the document please, upload it from below.

Additional notes: CCOY25CCMOY25

The “Call Centre of the Year” Award ( Strategically Aligned) will be presented to the Call Centre that, in the considered view of selected judges (both established international consultants appointed by INSIGHTS to identify the initial sets of nominees and the subsequent regional judging panel), is designed and operated in order to fulfill a clearly defined corporate strategy. The judges are tasked with seeking a call centre that clearly understands it’s stage of development and the Key Performance focus associated with that stage. Ideally, the winning call centre will have clearly identified the ideal developmental stage associated with their corporate strategy, along with a plan for achievement. The judges are particularly interested in analyzing customer and staff surveys in addition to technology and processes to assess the overall congruence of the organization, in support of the corporate strategy and the call centre’s stage of development.

Awards will also be presented to the “Best Call Centre” in the following categories – Small, Medium, Large and Mega as appropriate. These call centres might not currently demonstrate the best strategic alignments with their businesses but are nonetheless performing exceptionally well operationally and moving in the right direction.

The best “new” call centre will be assessed in a slightly different fashion. For this Award, the judges will seeking call centres that are designed for transition and are carefully capturing, documenting and analyzing all the intelligence required to maximize their effectiveness, thereby setting the stage for the operations to start focusing on maximising efficiency thereafter as the next stage of their evolution. A new call centre must be operational for less than 24 months

The shortlisted Call Centres will be contacted by INSIGHTS’ consultants, if necessary. INSIGHTS consultants will arrange to visit the Call Centre in question and during that visit, the consultant will expect to review operational reports, interview staff members (of the consultant’s choice), listen to live and recorded calls (at random and where permitted by implemented technologies, etc). The initial focus of this visit will be to ensure that the information provided by the call centre in the application phase is accurate and merits nomination for a Call Centre of the Year award. Any significant discrepancies between the original application form and the consultants’ findings will result in the immediate disqualification of the call centre.

It is expected that 3 – 5 of the shortlisted applicants will be nominated for each of the Awards. All shortlisted applicants will be notified of their final nomination status in early September 2025.

All the winners will be announced and the Awards will be presented at the annual industry Awards ceremony which will be held during the Middle East Call Centre/CX/AI 2025 show currently scheduled for Sept 24 - 25, 2025.

Additional notes for CCMOY:

Nominations for CCMOY Awards will also be based on answers to the steps as they relate to demonstrable call centre management competence.