Abu Dhabi contact centre handles 3M cases
abu dhabi — The Abu Dhabi Government Contact Centre has handled more than 900,000 calls this year, achieving 88 per cent of customer satisfaction. Besides, it has successfully completed more than three million transactions during this period.
The contact centre, the Abu Dhabi Government’s first integrated communication platform for its customers, has also achieved 100 per cent Emiratisation rate.
The contact centre managed by the Abu Dhabi Smart Solutions and Services Authority (ADSSSA) ,is one of the few governmental centres of its kind that offers a range of services and unique procedures in case management and quality management.
An executive delegation headed
We are fully committed to the implementation of plans aimed at bringing more happiness to the customers, thereby also building a culture of work practices in various government entities.”
Dr Rauda Al Saadi, director-general, ADSSSA
by Dr Rauda Al Saadi, directorgeneral of the ADSSSA, announced these details figures during a visit to the centre. The visit was made in recognition of the efforts of the centre’s staff and to discuss the achievements in terms of enhancing happiness of the society and customers, in addition to increasing the satisfaction of employees and meeting their needs.
The delegation was briefed about the employees’ suggestions regarding future improvement plans and benefits. Al Saadi responded to customer contact personnel, took note of their needs and answered their queries. After that, she toured the various sections of the centre and inspected the workflow and handling of cases.
Al Saadi lauded the efforts of the centre’s staff who provide best services with an aim to enhance customer happiness. She also praised the Abu Dhabi Government’s vision, which recognises the value of its employees and their exceptional capabilities in providing the highest quality of services to customers.
Al Saadi said: “We are fully committed to the implementation of plans and strategies aimed at bringing more happiness to the community and customers and further increasing their satisfaction levels by providing integrated and comprehensive services 24/7, thereby also building a culture of work practices in various government entities and institutions.”
Al Saadi briefed the employees on the importance of this project, as the Abu Dhabi Government will be the first in the world to provide a comprehensive platform that serves the geospatial infrastructure to integrate data from all government entities. —