Mercator call centre manager wins service award

Mercator's Technical Operations Manager, Patrick I'Anson, has been named '2011 Call Centre Manager of the Year' by Insight, the Middle East's largest contact centre organisation, at the Annual Middle East Call Centre Awards.

I'Anson leads a team of call center professionals who service many of the divisions within the Emirates Group. The Group is comprised of Emirates Airline, one of the largest passenger and cargo airlines in the world with a 57,000 strong workforce, the travel services company dnata and more than 50 subsidiaries. The call centre is part of Mercator, the IT services division of the Emirates Group, and this is second year in a row that the Mercator call centre has won.

"Patrick and his team have committed themselves to the highest levels of service quality and customer satisfaction. The way he manages the call center for Emirates and Mercator reflects a deep understanding of how to instill trust and satisfaction as the root of ongoing business-customer relations," said Dominick Keenaghan, Chief Executive Officer of Insights Middle East and Chairman of the Middle East Call Centre Awards Committee.