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.

“Problem Solver” Awards – 2025

Part A - Instructions

This new INSIGHTS Middle East Call Centre Awards category seeks to recognise companies/individuals who have found unique and creative ways to solve problems they have faced in their call centre work environment, delivering verifiable value and results in the process.

A list of topics around which to make a submission are suggested in part C below (though other suitable “problems” may also be submitted, if the case is strong enough and relevant). The submission information required is indicated in part B.  You are entitled to enter up to 3 submissions and each entry costs $1,000 + 5% vat (Note also that this fee also covers attendance at the main MECC ‘25 conference and Awards gala dinner night for one on Sept 25).

For each submission, a 1,000 word description and an accompanying Powerpoint entry are required (see Part B below also). For the ppt, we require a  synopsis of the situation that can be presented in 15 mins in the case that the submission be selected for presentation at the MECC event - in other words the problem and its solution must be capable of being presented as clearly, succinctly and dynamically as possible in a quarter of an hour.  ( Note that whilst the scale of a problem is always a consideration, the judges are mostly interested in creative and innovative approaches, consistent with the organisation’s brand values and able to demonstrate a clear RoI.)

Additional notes on submissions and the judging process are contained in Part D.

Part B - Description Format For “Problem Solver” Submission

Entries in these Awards categories must submit a PowerPoint presentation with the following suggested slide sequence.  Note that each slide below can be the first of several under that heading:_

Part C - Problem Topics

For the 2025 competition, sample problem situation topics are indicated below, divided into 3 core areas, as follows:-

1. Call Centre “Problem Solver”

   Situations Regarding

• A1) What Is The Biggest Problem Our Call Centre Currently Faces?
• A2) Managing Attrition In The Middle East – Ways We Have Found To Minimize The Costs & Disruption Involved Here.
• A3) Which Are Our 5 Most Important KPIs - And Why Do We Focus On Them?
• A4) The Art Of Reporting – How Do We Demonstrate Clearly What Is Happening In The Call Centre?
• A5) How Have Our Recruitment & Training Processes Evolved Over The Years And Why?
• A6) How Has Our QA Process Evolved Over The Years And Why?
• A7) What Measures Have We Taken To Maximize Employee Satisfaction & Engagement – Why Is It Important To Us?
• A8) What Has Our CSAT Process Taught Us About Customer Expectations?
• A9) Besides CSAT, What Other VoC Metrics Do We Measure And How Do We Leverage The Results?
• A10) Which Technology Investment Has Given Us The Greatest Return?

2. Customer Experience (CX) “Problem Solver”

   Situations Regarding

• B1) How Is Our Call Centre Involved In CX Initiatives In Our Company
• B2) Do Our Vision, Mission & Brand Values Shape Our CX Plans - Discuss
• B3) How Do We Calculate & Report On Customer Lifetime Value (CLV)
• B4) How Do We Demonstrate A RoI From Our CX Initiatives
• B5) Who Is Driving CX In Our Organisation & Which Departments Are Involved?
• B6) How Do Our CX Efforts Distinguish Us From Our Competition?
• B7) What Has Worked Best In Our CX Efforts So Far?
• B8) What Have Been The Biggest CX Challenges We Have Faced And How Are We Overcoming Them?

3. Outsource Service Provider (OSP) “Problem Solver”

   Situations Regarding

• C1) Some Customers Keep Renewing Their Contract With Us - Why Do They Stay With Us?
• C2) What Are The Most Important Results That Clients Expect, And How Do We Present Our Performance Results To Them?
• C3) What Tips & Techniques Work Best For Account Management?
• C4) What Additional Value Propositions Were We Able To Create For Our Clients?

Part D - Submission Guidance

1. The deadline for submission is early Sept, 2025
2. Both the C 1000 word description and the Powerpoint presentation should be sent by email to djkeenaghan@insights-me.com - a separate email for each submission being made.
3. INSIGHTS consultants will review the submissions over the course of the following few weeks and get back to candidates for clarifications, etc as required. Further guidance on presentation improvement may also be provided at this point.
4. The most interesting and relevant submission entries as adjudged by Insights and subject to event timing limitations will be invited to present their submission to their conference peers for 15 mins at the MECC/CX/AI ’25 event on Sep 24-25. (If possible also, submissions will be grouped by similarity for easier comparison purposes.)
5. As indicated above, the final Problem Solver (PS) Awards Judging Step calls for the Conference audience in attendance on the day (Sept 25) to decide the winners out of the given presentations. The winners are not announced at this point
6. Instead, PS Awards winners will be formally announced at the Call Centre/CX Awards dinner on the evening of Sept 25.

Basic Entry Form