INSIGHTS Middle East Awards 2026

Awards Entry Application

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
  • 29 April 2026 Awards Awareness Day
  • 15 August 2026 Closing Date for Submissions
  • 16 August – 5 September 2026 International Judging
  • 10 September 2026 Regional Judging Panel
  • 24 September 2026 Awards Gala Dinner

We look forward to receiving your entry and celebrating excellence across the region’s customer experience and contact centre industry.

Organisation Details

Please provide details about your organisation and primary contact.

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Please select a country.
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Must be a valid number (min 1).
Primary Contact
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Select One Awards Pillar & Then Press Continue

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 (suggested 4–5 pages max plus appendices)
  • 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
Organisation Snapshot
Answer these core context questions before selecting your competitive strategy.
Please enter the number of operational active seats.
How size-based categories are decided
  • Small: 1–30 operational seats
  • Medium: 31–70 operational seats
  • Large: 71–300 operational seats
  • Mega: More than 300 operational seats

Note: You can only choose one competitive strategy. If you are a Differentiator, please describe the characteristics for how you arrived at that conclusion.

Multiple choices or invalid selections will result in disqualification. This is the second most critical characteristic for nominations. INSIGHTS provide training programs related to this strategic model.

What this means

Brand is the perception created by your total customer experience across all touch-points over the entire customer lifecycle.

Brand Values

Attributes that drive customers to choose and recommend you.

Brand Promise

How those values are consistently delivered across touchpoints.

Your Brand Promise
0 / 800
Your Brand Values
0 / 600
Based on the INSIGHTS model
Review the model below, then select your current stage and explain your reasoning.
INSIGHTS development model
0 / 120 words
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    Operational Design by Aspect

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

    Describe the operation by aspect
    Use actual data, materials, presentations, models, methodologies, documentation, certification, and other examples for each area below.

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

    a

    Recruitment

    0 / 1200
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      b

      Training & coaching for staff & management

      0 / 1200
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        c

        Staff motivation & incentivization

        0 / 1200
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          d

          Facilities

          0 / 1200
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            e

            Workforce management, forecasting & scheduling

            0 / 1200
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              f

              Technology platform & applications of technology & automation

              0 / 1200
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                g

                Operations performance management

                0 / 1200
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                  h

                  Staff performance management

                  0 / 1200
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                    i

                    Employee experience management

                    0 / 1200
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                      j

                      Quality assurance / Voice of the Customer

                      0 / 1200
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                        k

                        Customer service / customer experience management / customer satisfaction

                        0 / 1200
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                          l

                          Sales / win-backs

                          0 / 1200
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                            m

                            Operations efficiency

                            0 / 1200
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                              n

                              Organisational effectiveness

                              0 / 1200
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                                Strategic Alignment by Aspect

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

                                Demonstrate unique strategic alignment
                                Use actual examples and data to show how each aspect is uniquely designed and operated to support the brand strategy, competitive strategy, and brand values.

                                Demonstrate, using actual examples and data, how each of the 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.

                                a

                                Recruitment

                                0 / 1200
                                File Upload
                                  b

                                  Training & coaching for staff & management

                                  0 / 1200
                                  File Upload
                                    c

                                    Staff motivation & incentivization

                                    0 / 1200
                                    File Upload
                                      d

                                      Facilities

                                      0 / 1200
                                      File Upload
                                        e

                                        Workforce management, forecasting & scheduling

                                        0 / 1200
                                        File Upload
                                          f

                                          Technology platform & applications of technology & automation

                                          0 / 1200
                                          File Upload
                                            g

                                            Operations performance management

                                            0 / 1200
                                            File Upload
                                              h

                                              Staff performance management

                                              0 / 1200
                                              File Upload
                                                i

                                                Employee experience management

                                                0 / 1200
                                                File Upload
                                                  j

                                                  Quality assurance / Voice of the Customer

                                                  0 / 1200
                                                  File Upload
                                                    k

                                                    Customer service / customer experience management / customer satisfaction

                                                    0 / 1200
                                                    File Upload
                                                      l

                                                      Sales / win-backs

                                                      0 / 1200
                                                      File Upload
                                                        m

                                                        Operations efficiency

                                                        0 / 1200
                                                        File Upload
                                                          n

                                                          Organisational effectiveness

                                                          0 / 1200
                                                          File Upload

                                                            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
                                                            0 / 1800
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                                                              15
                                                              0 / 1600
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                                                                16
                                                                0 / 1600
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                                                                  17
                                                                  0 / 1600
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                                                                    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.
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                                                                      Individual Excellence Awards

                                                                      Select one or more categories you want to enter. *

                                                                      Please select at least 1 category.

                                                                      Nominee + Context

                                                                      Provide nominee details and role context.

                                                                      Submission structure (suggested 4–5 pages max plus appendices)
                                                                      • 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)
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                                                                      Please select a country.
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                                                                      0 / 1200
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                                                                      0 / 800
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                                                                      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
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                                                                      0 / 2000
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                                                                      0 / 2000
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                                                                      0 / 2000
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                                                                      0 / 1200
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                                                                      0 / 1200
                                                                      Achievement 2
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                                                                      0 / 2000
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                                                                      0 / 2000
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                                                                      0 / 2000
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                                                                      0 / 1200
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                                                                      Achievement 3
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                                                                      0 / 2000
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                                                                      0 / 2000
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                                                                      0 / 2000
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                                                                      0 / 1200
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                                                                      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
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                                                                      0 / 1200
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                                                                      Testimonial 2
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                                                                      0 / 1200
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                                                                      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)
                                                                      0 / 1200
                                                                      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. *

                                                                        Please select at least 1 category.

                                                                        Initiative Profile + Context

                                                                        Provide initiative profile and context.

                                                                        Submission structure (suggested 4–5 pages max plus appendices)
                                                                        • 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
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                                                                        0 / 1200
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                                                                        0 / 2000
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                                                                        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.
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                                                                        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.
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                                                                        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
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                                                                        0 / 2000
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                                                                        0 / 2000
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                                                                        0 / 2000
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                                                                        0 / 1200
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                                                                        0 / 1200
                                                                        Achievement 2
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                                                                        0 / 2000
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                                                                        0 / 2000
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                                                                        0 / 2000
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                                                                        0 / 1200
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                                                                        Achievement 3
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                                                                        0 / 2000
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                                                                        0 / 2000
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                                                                        0 / 2000
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                                                                        0 / 1200
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                                                                        0 / 2000
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                                                                        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)
                                                                        0 / 1200
                                                                        Testimonial 2 (Optional)
                                                                        0 / 1200
                                                                        0 / 1200
                                                                        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. *

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