OMT / WESTERN UNION LEBANON AWARDED FOR EXCELLENCE
Receives EMESA “Agent Infrastructure Excellence" Award
Beirut, July 2007. Online Money Transfer (OMT), Western Union Representative in Lebanon has recently
won the "Agent Infrastructure Excellence" award for the whole Europe, Middle East, and South Asia
(EMESA) region. Designated for excellence in both front and back office work, and more specifically for
excellence in operations and IT, the award was granted during the Western Union annual conference held
this year in Istanbul.
It makes me really proud to see OMT coming ahead of all EMESA agents.
The primary objective of the Western Union annual conference is to exchange best practices. Western Union
Agents from Europe, Africa, the Middle East and South Asia meet every year to discuss the different aspects
of their organizations. The conference also focuses on ways for Agents to strengthen their business, improve
service excellence, branding, location infrastructure, point of sale and compliance.
The description of the award was:
The winner would be the Agent who developed its infrastructure, both at front and back office levels, in the
most efficient & innovative way in order to deliver a seamless service offering to its customers.
The criteria that was taken into consideration was: Automation in CSC and in the POS, Score of the CSC in
the CSC mystery calling, Network Expansion and management, Request Generating Factor (error ratio), and
the implementation of innovative ways to help grow the business.
Two things have helped OMT win this year's award:
1- The Beta testing of ACR and being the leader agent in implementing this new software in Lebanon which
helped reduce transaction time by 40%.
2- The implementation of the Agent Server, which have helped reduce costs as well as improving the quality
of service at both the POS and the CSC.
“This could not have been achieved without the dedication and professionalism of everyone in OMT”,
comments Amal Abou Zeid, Chairman - General Manager of Online Money Transfer, Western Union
Representative.
Western Union holds its largest ever EMEASA (Europe, Middle-East, Africa, and South Asia)
Agent Conference in Dubai
25 April, 2006
Dubai, 27th March 2006. This vibrant city provided a wonderful setting for the 2006 Western Union EMEASA Agent
Conference hosted by Christina Gold, President Western Union and Hikmet Ersek, Senior Vice President EMEASA.
Representatives from some of the largest international banking and postal institutions were among the over 350 Western
Union Agents from over 101 countries who participated at the conference, along with over 200 Western Union executives
and employees from all over the world. The conference was organized with precision and flair and was a celebration of
several cultures from all over the world.
The Western Union annual conference’s primary mission is to exchange best practices. Over 15 Western Union Agents
from Europe, Africa, the Middle East and South Asia presented several facets of their organizations.
The conference also focused on ways for Agents to strengthen their business, improve service excellence, branding,
location infrastructure, point of sale and compliance.
To add to the promise of excitement, the conference hosted a regional trade fair that allowed visitors to explore the rich
cultural and business variety within the EMEASA region. In a unique setting, visitors were taken on a multi-regional
journey, savoring the tastes, sights and sounds of Western Union’s diversity!
More than 550 people representing more than 101 nations and speaking an array of languages were present at the
conference.
“It was a real thrill and an electrifying experience to be among the different Western Union’s Agents, executives and
support teams during the 06 Agents’ conference”, one of the participants had this to say: “This conference will remain as
a reference in the history of similar events that we participate in.”
As always the highlight of the conference was the gala award night to recognize several achievements in numerous
categories. The categories include: Network expansion, Brand excellence, service excellence, Agent infrastructure, Agent
of the year, Newcomer of the year, Agent gift match wards. Some of the lucky Agents took home the gold, silver and
bronze awards.
Nile Bank network scooped the service excellence award, as they announced the big award, my only wish at the time was
I wish all the FLAs, CSC team were present. Nile Bank was also recognized and awarded for her participation and
involvement in the first Data Western Union Foundation. As of February 2006 the FDCWU Foundation has given global
grants to the value of $24 million, awarded $783,000 worth of scholarships and donated $4.4 million for disaster relief
since its inception in December 2000.
A special tribute to all the frontline Associates (FLAs), subagent partners, customer service center team, without whom
there would have been no award. Lets keep the candle burning as we continue to excel and sail on in 2006.
Hey, the well-wishers, managers, and all who continue to support Western Union, we thank you so much.
Hazel Twesigye
Brand Manager
Western Union