INSIGHTS Middle East Call Centre/CX Awards '26

Welcome

Thank you for your interest in the INSIGHTS Middle East Call Centre/CX Awards 2026 Competition, the region's premier event of its kind.

This year, in addition to our Main Title Awards, we have added two exciting new pillars, the Individual Excellence Awards and the AI Innovation Awards.

Title Awards

Recognising outstanding contact centre operations

Individual Excellence Awards

Recognising exceptional professionals in CX and contact centre roles

AI Innovation Awards

Recognising organisations applying AI to improve customer experience and operational performance

Within each pillar, there are multiple categories, and competitors can enter any and all categories in which they are eligible and create a well-constructed submission.

The submission process starts on the next screen, and following the input of some basic corporate details, you can proceed to choose the categories you want to enter. Depending on your selections, such as the type of call centre you are in, you will be guided through the submission steps accordingly.

As before, you can stop your submission at any time and then return to where you left off to complete it.

What Happens After You Submit

Confirmation of receipt
Any follow-up questions (if required)
Guidance on any additional supporting evidence that may be needed

How Entries Are Evaluated

For the main title awards, all entries are evaluated by an independent international judging panel using a structured evaluation framework that focuses on performance results, customer experience impact, innovation, and the quality of the submission. Nominated submissions are then evaluated by a regional judging panel consisting of senior call centre personnel from the nominated companies.

For the new IE and AI pillars, INSIGHTS will call upon established regional experts to help us identify the highest-scoring submissions in the different categories. Due to the new submission data required here in areas such as performance and outcomes, behaviours, leadership, innovation, etc, a standard judging scorecard totalling 100 points will be used. (For more details of the points distribution here, see that section of the entry form.)

Key Dates – Awards 2026

March 2026 Competition opens
30 July 2026 Awards awareness day
13 August 2026 Awards awareness day
17 September 2026 Closing date for submissions
18 September – 14 October 2026 International judging
15 October 2026 Regional judging panel
29 October 2026 Awards gala dinner

Organisation Details

Please provide details about your organisation and primary contact.

Organisation Name * This field is required.

Country of Main Operations *

Please select a country.

Industry * This field is required.

Years in Operation * Must be a valid number (min 1).

Website

Primary Contact

Full Name * This field is required.

Job Title * This field is required.

Email * Please enter a valid email.

Confirm Email * Emails do not match.

Mobile Number * This field is required.

Select One Awards Pillar & Then Press Continue

Title Awards

(Organisation-Level)

Individual Excellence Awards

(Personal Achievement)

AI Innovation Awards

(Tech & Automation)

Please select an award pillar.

NB You Return To This Screen To Start Your Submission In Another Pillar

Title Awards

Provide details for the chosen organisation-level award.

Submission Structure

Organisation & operation overview (location(s), size, channels, languages, customer types)
Category alignment & strategy (competitive strategy, brand promise, development stage)
Performance results & CX impact (KPIs, trends, benchmarks, evidence)
Innovation and continuous improvement
Appendix (optional): dashboards/reports (mask sensitive data), artefacts, recognition links

Select Your Category *

Select a category to reveal the submission fields for that category. This field is required.

CX Company Of The Year

Brand foundations and initial CX program outline.

Section I: Brand

Provide a clear, evidence-backed overview of your brand fundamentals.

2

What are the key, immutable characteristics of your brand? *

0 / 1200

3

What is your brand promise? *

0 / 1200

4

Does your organisation have documented values? If so, list them here. *

0 / 1200

5

Does your organisation have a documented mission? If so, explain it/write it here. *

0 / 1200

6

Does your organisation have a documented, future vision? If so, write it here. *

0 / 1200

Section II: CX Program Outline (Part 1)

Provide the baseline facts about the program, organisation and systems.

7

How long has your CX program been operational? * This field is required.

8

How long has your company been operating in the region? * This field is required.

9

Does your organisation have an operational CRM system? If so, include full details of the system, including screenshots. *

0 / 1800

File Upload

Upload supporting file Optional

10

What vertical market or industry does your business serve? *

0 / 800

11

Is your business largely B2B or B2C? Explain. *

0 / 800

12

How many permanent staff are employed by your company? * This field is required.

CX Program Outline

Program structure, segmentation, objectives, touchpoints, and governance.

Section II: CX Program Outline (Part 2)

Provide full detail for each question and attach supporting documents where relevant.

13

How many part-time staff are employed by your company? * This field is required.

14

How many staff/FTEs are provided by OSPs (Outsource Service Providers)? * This field is required.

15

How is Customer Lifetime Value (CLV) calculated and reported? *

0 / 1600

16

Explain your organisation’s customer segmentation strategy. *

0 / 1600

17

What percentage of customers are in each segment? *

0 / 1600

18

How has this changed since the introduction of CX? *

0 / 1600

19

What is the key business objective (target objective) of your CX program? *

0 / 1600

20

What is the planned and expected ROI from CX? Show, using real data, how that ROI is being achieved or how it has been reliably forecasted. *

0 / 2000

21

Which customer touchpoints does your business support and which touchpoints are included in the CX program? *

Touchpoint

Supported

Included In CX

Web Site

IVR

Call Centre

Office/Branch

Retail Store

Salesforce

Email

Chat / WhatsApp

Social Media

22

How many staff are dedicated to CX? How many of them are dedicated to Voice of the Customer (VOC)? *

0 / 1200

23

Include an organisation chart detailing the CX team, VOC team and how inter-departmental lines are achieved. *

0 / 1200

File Upload

Upload supporting file Optional

24

Explain how requirements/demands of departments have been considered in the CX structure (Operations, Sales, Marketing, Brand Management, Finance, Strategic management). *

0 / 2000

25

How are differences of opinion resolved? *

0 / 2000

26

How is this process designed to ensure adherence to the brand strategy, competitive strategy and business development strategy? *

0 / 2000

CX Program Operations & Narrative

Operational detail, prioritisation logic, and the narrative case for recognition.

Section III: CX Program Operations

Provide the operational detail and supporting evidence described in each question.

27

List each of the supported touchpoints (see Question 21) in order of their importance in driving customer behaviour to achieve the stated target objective. *

1

2

3

4

5

6

7

8

9

28

How has this ranking been decided? *

0 / 1600

Select all that apply *

Personal estimate? Committee estimate? From a customer survey (include the survey and results)? From a series of customer surveys (include samples of the surveys and results)? By analysing customer survey data with sales data, CRM data and customer contact data (include sample data)?

This field is required.

File Upload

Upload supporting file Optional

29

What are the most important characteristics of the experience you wish your customers to perceive? *

0 / 2000

30

Explain why, and use any available data to show how these decisions have been reached. *

0 / 2000

31

What is the total, annual CX budget? * This field is required.

32

How much additional revenue has the CX program generated to date? * This field is required.

33

How much cost saving has the CX program generated to date? * This field is required.

34

How much additional operations expenses has the CX program caused to date? * This field is required.

35

What attributes of the experience do your customers perceive as poor but are not important in driving the overall target objectives (“pain points”)? *

0 / 2000

36

Illustrate, using actual examples, how the CX program has changed the customer experience. *

0 / 2400

File Upload

Upload supporting file Optional

37

Illustrate, with supporting data, how the CX program has improved CLV. *

0 / 2000

Section IV: Narrative

Use 1,000 words or less and reference evidence and data where relevant.

38

With clear reference to the answers above and data attached hereto and using 1,000 words or less, describe why you believe your CX program is worthy of being recognised as a leading CX program in the region and demonstrate tangible ROI. *

0 / 1000 words

File Upload

Upload supporting file Optional

Operational Design by Aspect

Document the operational design of the call centre using actual data, examples, and supporting evidence.

0 / 1200

File Upload

Upload supporting file Optional

Strategic Alignment by Aspect

Show how each operational aspect is uniquely designed to support strategy, brand values, and the customer experience.

0 / 1200

File Upload

Upload supporting file Optional

Performance, Value & Competitive Advantage

These are the detailed performance questions shown in the legacy form screenshots.

Operational Performance & Value Evidence

Provide clear, evidence-backed answers and attach any supporting reports or dashboards under each question where relevant.

14

Provide details of your target and actual operational performance indicators and explain how they align with the brand strategy, the competitive strategy, and the brand promise. *

0 / 1800

File Upload

Upload supporting file Optional

15

If the call centre is used for sales or collections explain how the call centre has been designed and how it is managed to maximise results within the brand strategy and competitive strategy. *

0 / 1600

File Upload

Upload supporting file Optional

16

How does the business ensure that the call centre operations budget (OPEX) is the ideal budget to maximise value returns? How is cost per contact managed relative to contact value and customer lifetime value? *

0 / 1600

File Upload

Upload supporting file Optional

17

Explain what you believe your call centre does that most other call centres in the region do not do and how those aspects of the operation support your brand and competitive strategy. *

0 / 1600

File Upload

Upload supporting file Optional

18

Would you recommend your outsource service provider? Why? *

0 / 1400

File Upload

Upload supporting file Optional

This field is required.

Abandoned Calls Data

Download the template, complete it, and upload the completed Excel file.

Data Template Submission

As in previous years, we are aiming to add to the regional analysis we present at the MECC ’26 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 the link below to download the Excel template. After completing it, upload the completed document from the upload area.

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

"Abandoned Calls Data" Excel Document File Upload *

Click or drag a file to this area to upload Upload the completed template

This field is required.

Individual Excellence Awards

Select one or more categories you want to enter. *

Team Leader / Supervisor of the Year

First-line leaders managing teams; coaching, KPIs, engagement, culture.

Quality & Training Professional of the Year

QA/training design and delivery with measurable CX and performance impact.

Workforce Management / Planning Professional of the Year

Forecasting, scheduling, real-time; service levels and agent experience.

CX Champion of the Year (Individual)

VoC insights, journey redesign, CX metrics improvement, cross-functional influence.

Technology & Innovation Champion of the Year

Tools adoption (AI, analytics, bots, omnichannel) with measurable impact.

Contact Centre Leader of the Year

Senior leadership: strategy, holistic performance, innovation, culture, stakeholders.

Please select at least 1 category.

Nominee + Context

Provide nominee details and role context.

Submission Structure

Nominee details (half page)
Role and context (max 1 page)
Achievements and evidence (max 2 pages, structured around 3–5 key achievements)
Customer and colleague testimonials (max 1 page)
Supporting evidence (appendix – optional but recommended)

Selected Categories

Nominee Name * This field is required.

Current Job Title * This field is required.

Organisation * This field is required.

Country *

Please select a country.

Time in Current Role (years) * This field is required.

Total Contact Centre Experience (years) * This field is required.

Role and Context: Contact Centre Profile *

0 / 1200

This field is required.

Nominee Responsibilities & KPIs *

0 / 1200

This field is required.

Reporting Line & Team Size (if applicable) *

0 / 800

This field is required.

Achievements

Provide 3–5 key achievements. Include measurable results. *

How To Write Each Achievement

Situation/Challenge: What problem or opportunity was being addressed?
Actions: What exactly did the nominee do (skills, behaviours, initiatives)?
Results: Evidence in numbers and feedback (KPIs, before/after, trend over time, benchmarks).

Achievement 1

Title * This field is required.

Situation / Challenge *

0 / 2000

This field is required.

Actions *

0 / 2000

This field is required.

Results (include numbers) *

0 / 2000

This field is required.

KPI impact (optional)

0 / 1200

Trend over time (optional)

0 / 1200

Benchmarks (optional)

0 / 1200

Achievement 2

Title * This field is required.

Situation / Challenge *

0 / 2000

This field is required.

Actions *

0 / 2000

This field is required.

Results (include numbers) *

0 / 2000

This field is required.

KPI impact (optional)

0 / 1200

Trend over time (optional)

0 / 1200

Benchmarks (optional)

0 / 1200

Achievement 3

Title * This field is required.

Situation / Challenge *

0 / 2000

This field is required.

Actions *

0 / 2000

This field is required.

Results (include numbers) *

0 / 2000

This field is required.

KPI impact (optional)

0 / 1200

Trend over time (optional)

0 / 1200

Benchmarks (optional)

0 / 1200

Achievement 4 (Optional)

Title This field is required.

Situation / Challenge

0 / 2000

This field is required.

Actions

0 / 2000

This field is required.

Results (include numbers)

0 / 2000

This field is required.

KPI impact (optional)

0 / 1200

Trend over time (optional)

0 / 1200

Benchmarks (optional)

0 / 1200

Achievement 5 (Optional)

Title This field is required.

Situation / Challenge

0 / 2000

This field is required.

Actions

0 / 2000

This field is required.

Results (include numbers)

0 / 2000

This field is required.

KPI impact (optional)

0 / 1200

Trend over time (optional)

0 / 1200

Benchmarks (optional)

0 / 1200

Testimonials

Provide 2–5 short testimonials (no sensitive customer names). *

Testimonials guidance

Provide 2–5 short testimonials from customers, colleagues, managers or partners.
Do not include full customer names if sensitive.
At least one quote must be from the nominee’s direct manager or a senior leader.

Testimonial 1

Source Role * This field is required.

Quote *

0 / 1200

This field is required.

Testimonial 2

Source Role * This field is required.

Quote *

0 / 1200

This field is required.

Testimonial 3 (Optional)

Source Role This field is required.

Quote

0 / 1200

This field is required.

Testimonial 4 (Optional)

Source Role This field is required.

Quote

0 / 1200

This field is required.

Testimonial 5 (Optional)

Source Role This field is required.

Quote

0 / 1200

This field is required.

At least one quote must be from the nominee’s direct manager or a senior leader.

Supporting Evidence

Optional supporting evidence (files and links).

Judging scorecard (total 100 points)

Performance & outcomes (quantitative results vs KPIs)40 points
Contribution to customer experience & brand reputation20 points
Behaviours, leadership, teamwork, culture impact20 points
Innovation and continuous improvement mindset10 points
Clarity and quality of submission (storyline, evidence, structure)10 points

Appendix – Optional But Recommended

Screenshots of dashboards or reports (mask sensitive data)
Training or project artefacts led by the nominee
Links to internal recognition, media or corporate announcements (if any)

Evidence Links (optional)

0 / 1200

Upload Files (optional)

Drag & drop files here or click to browse

Max 60 files total • Max 50MB each PDF, DOC(X), XLS(X), PPT(X), PNG, JPG

AI Innovation Awards

Select one or more categories you want to enter. *

Best AI Enhanced Customer Interaction

Bots, virtual agents, agent assist to improve CX, resolution, and effort.

Best AI Enabled Agent Assist & Knowledge

Real-time agent tools: responses, next-best actions, dynamic knowledge, copilots.

Best AI Powered Service Quality & Compliance

Speech/text analytics, QA automation, and compliance monitoring powered by AI.

Best AI Led Operational Efficiency

Forecasting, routing, scheduling, capacity planning, workflow optimisation.

Best AI Enabled VoC & Insight Programme

Mine, synthesise, and action feedback across channels using AI.

Best End-to-End AI Transformation

Multi-dimensional AI programme improving strategy, operations, CX/EX, financials.

AI Innovation Partner of the Year

Joint initiative between an operation and partner; co-creation and measurable results.

Please select at least 1 category.

Initiative Profile + Context

Provide initiative profile and context.

Submission Structure

Initiative overview (scope, channels, user groups, current state)
Solution design & governance (architecture, privacy, controls)
Deployment & adoption (training, change management, operating model)
Achievements and evidence (structured around 3–5 key outcomes)
Appendix (optional): dashboards, monitoring reports, artefacts, recognition links

Selected Categories

Initiative Name * This field is required.

Year Implemented * This field is required.

Type of AI Used *

This field is required.

Key Individuals / Stakeholders *

0 / 1200

This field is required.

Context *

0 / 2000

This field is required.

Core Narrative & Design

Describe the problem, strategy, and solution design.

What To Include On This Page

Business problem and the opportunity you aimed to solve.
Strategic alignment to CX, operations, and business priorities.
Solution architecture and key design decisions.
Data privacy, governance, controls, and monitoring approach.

Business Problem *

0 / 2000

This field is required.

Strategic Alignment *

0 / 2000

This field is required.

Solution Architecture & Design *

0 / 2000

This field is required.

Data Privacy & Governance *

0 / 2000

This field is required.

Deployment & Adoption

Describe implementation and how adoption was managed.

What To Include On This Page

Implementation timeline, key milestones, and how you adapted during delivery.
Training approach and user adoption plan (including support model).
Deployment status and how performance is measured post go-live.

Implementation Timeline & Agility *

0 / 2000

This field is required.

Training & User Adoption *

0 / 2000

This field is required.

Deployment Status *

Fully Operational Pilot Completed Live for at least 6 months

This field is required.

Achievements & Outcomes

Provide 3–5 key achievements. Include measurable results. *

How To Write Each Achievement

Situation/Challenge: What problem or opportunity did the initiative address?
Actions: What was implemented or changed (capabilities, process, adoption)?
Results: Evidence in metrics and feedback (KPIs, before/after, trend over time, benchmarks).

Achievement 1

Title * This field is required.

Situation / Challenge *

0 / 2000

This field is required.

Actions *

0 / 2000

This field is required.

Results (include numbers) *

0 / 2000

This field is required.

KPI impact (optional)

0 / 1200

Trend over time (optional)

0 / 1200

Benchmarks (optional)

0 / 1200

Achievement 2

Title * This field is required.

Situation / Challenge *

0 / 2000

This field is required.

Actions *

0 / 2000

This field is required.

Results (include numbers) *

0 / 2000

This field is required.

KPI impact (optional)

0 / 1200

Trend over time (optional)

0 / 1200

Benchmarks (optional)

0 / 1200

Achievement 3

Title * This field is required.

Situation / Challenge *

0 / 2000

This field is required.

Actions *

0 / 2000

This field is required.

Results (include numbers) *

0 / 2000

This field is required.

KPI impact (optional)

0 / 1200

Trend over time (optional)

0 / 1200

Benchmarks (optional)

0 / 1200

Achievement 4 (Optional)

Title This field is required.

Situation / Challenge

0 / 2000

This field is required.

Actions

0 / 2000

This field is required.

Results (include numbers)

0 / 2000

This field is required.

Achievement 5 (Optional)

Title This field is required.

Situation / Challenge

0 / 2000

This field is required.

Actions

0 / 2000

This field is required.

Results (include numbers)

0 / 2000

This field is required.

ROI Summary *

0 / 2000

This field is required.

Testimonials + Supporting Evidence

Optional supporting evidence (files and links) and stakeholder quotes.

Judging scorecard (total 100 points)

Performance & outcomes (quantitative results vs KPIs)40 points
Contribution to customer experience & brand reputation20 points
Behaviours, leadership, teamwork, culture impact20 points
Innovation and continuous improvement mindset10 points
Clarity and quality of submission (storyline, evidence, structure)10 points

What To Attach (Optional)

2–5 short quotes from sponsors, operations leaders, agents, partners, or stakeholders (avoid sensitive names).
Screenshots of dashboards or reports (mask sensitive data).
Governance or monitoring artefacts where applicable.
Links to recognition, media, or corporate announcements (if any).

Appendix – Optional But Recommended

Screenshots of dashboards or reports (mask sensitive data)
Model monitoring / governance artefacts where applicable
Links to internal recognition, media or corporate announcements (if any)

Testimonial 1 (Optional)

Source Role

Quote

0 / 1200

Testimonial 2 (Optional)

Source Role

Quote

0 / 1200

Testimonial 3 (Optional)

Source Role This field is required.

Quote

0 / 1200

This field is required.

Testimonial 4 (Optional)

Source Role This field is required.

Quote

0 / 1200

This field is required.

Testimonial 5 (Optional)

Source Role This field is required.

Quote

0 / 1200

This field is required.

Evidence Links (optional)

0 / 1200

Upload Files (optional)

Drag & drop files here or click to browse

Max 60 files total • Max 50MB each PDF, DOC(X), XLS(X), PPT(X), PNG, JPG

Declaration & Submission

INSIGHTS certify that all information and data received as part of the Awards '26 competition will be treated in complete confidence. The information will not be released to any third party and it will only be used by the judges of the Awards '26 competition, for the sole purposes of analyzing applicant performance and determining general regional industry practices and trends. Organizations that cannot accept this NDA and hesitate to release information should not enter the competition. *

I Understand and Agree

I confirm that the information provided is accurate and that supporting documentation is available upon request. *

Security *

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Welcome

Organisation Details

Select One Awards Pillar & Then Press Continue

Title Awards

Individual Excellence Awards

AI Innovation Awards

Title Awards

Quality Leader

Cost Leader

Differentiator

Prospector

Defender

Focus

Quality Leader

Cost Leader

Differentiator

Prospector

Defender

Focus

What this means

Brand Values

Brand Promise

CX Company Of The Year

CX Program Outline

CX Program Operations & Narrative

Operational Design by Aspect

Recruitment

Training & coaching for staff & management

Staff motivation & incentivization

Facilities

Workforce management, forecasting & scheduling

Technology platform & applications of technology & automation

Operations performance management

Staff performance management

Employee experience management

Quality assurance / Voice of the Customer

Customer service / customer experience management / customer satisfaction

Sales / win-backs

Operations efficiency

Organisational effectiveness

Strategic Alignment by Aspect

Recruitment

Training & coaching for staff & management

Staff motivation & incentivization

Facilities

Workforce management, forecasting & scheduling

Technology platform & applications of technology & automation

Operations performance management

Staff performance management

Employee experience management

Quality assurance / Voice of the Customer

Customer service / customer experience management / customer satisfaction

Sales / win-backs

Operations efficiency

Organisational effectiveness

Performance, Value & Competitive Advantage

Abandoned Calls Data

Individual Excellence Awards

Team Leader / Supervisor of the Year

Quality & Training Professional of the Year

Workforce Management / Planning Professional of the Year

CX Champion of the Year (Individual)

Technology & Innovation Champion of the Year

Contact Centre Leader of the Year

Nominee + Context

Achievements

Testimonials

Supporting Evidence

AI Innovation Awards

Best AI Enhanced Customer Interaction

Best AI Enabled Agent Assist & Knowledge

Best AI Powered Service Quality & Compliance

Best AI Led Operational Efficiency

Best AI Enabled VoC & Insight Programme

Best End-to-End AI Transformation

AI Innovation Partner of the Year

Initiative Profile + Context

Core Narrative & Design

Deployment & Adoption

Achievements & Outcomes