UAE is first Arab country to win the award since it was launched by UPU in 2006
Dubai, April 26, 2015: Emirates Post Group has won the first place in the international EMS Call Centre of the Year (2014) Awards instituted by the EMS division of the Universal Postal Union (UPU). The award was presented at a ceremony held in Berne, Switzerland, recently.
The UAE is the first Arab nation to win this prestigious award launched in 2006 to recognise customer service excellence in EMS (Express Mail Service).
H.E. Obaid Humaid Al Tayer, UAE Minister of State for Financial Affairs and Chairman of Emirates Post Group, commented: “It is a great honour for the UAE to be ranked among the top countries in the field of customer service through this award. It is also a proud achievement for Emirates Post Group and its Call Centre, especially since the award was decided on votes from member countries. The award will certainly help raise further the prestige of the UAE in the international community and bring into focus our leaders’ determination to boost customer service standards across diverse fields.”
Commenting on the award, Mr. Fahad Al Hosani, Acting CEO of Emirates Post Group, said the award marks the culmination of development plans adopted by the Emirates Post Group. “Emirates Post Group has a clear vision to excel locally and internationally by benchmarking global best practices in customer care. We are proud that our Call Centre has been ranked among the best in the world by postal peers from around the world through this award. This achievement comes just three years after we set up our state-of-the-art call centre, manned by trained and courteous staff. We are confident that we will continue to climb new heights of success in the years to come.”
The UAE won the top spot in the Medium Group category of the annual awards. The evaluation criteria covered different channels of communication, including phone, fax and email. It also took into consideration the timeframe for responding to queries and complaints, which ranged from 24 hours to ten days (in the case of complex cases). Based on the evaluation reports of the first phase, candidate countries were selected for the final stage, which involved voting by member countries of the EMS Cooperative.
Emirates Post Group said the winning of the prestigious award is in line with the UAE’s vision to be one of the best countries in the world by 2021, by following consistently high standards of customer service and maintain its standing as one of the leading postal corporations in the world.