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  • Abu Dhabi Government Contact Centre receives ISO 18295 – 2017 Standard for Customer Contact Centre Management
Abu Dhabi Government Contact Centre receives ISO 18295 – 2017 Standard for Customer Contact Centre Management

The Abu Dhabi government Contact Centre handled by the Abu Dhabi Smart Solutions and also Services Authority (ADSSSA) got the ISO 18295 - 2017 Standard for Consumer Call Centre Monitoring - being the very first government entity in Abu Dhabi to receive this accreditation. The success functions as acknowledgment for the get in touch with centre's essential duty in assisting residents, residents, tourists, organisations and government employees with best-in-class services attain an essential change in exactly how these new services are offered to all Abu Dhabi consumers-- boosting their experience according to the very best worldwide requirements and practices in the area of telephone call centre management.

The Abu Dhabi Government Get in touch with Centre is among the first in the world and in the emirate to be granted with this requirement, which was opened for application in July in 2014. The get in touch with centre, which covers 48 government entities, is a sophisticated and integrated electronic system for managing client partnerships in contacting government entities.

H.E. Dr. Rauda Al Saadi, Director General of ADSSSA, said, "The joy of our consumers is our leading priority. We are keen to supply services to our customers 24/7 through a merged platform including all Abu Dhabi federal government entities, according to the most effective global standards in the field of get in touch with centre management."

H.E. included "The certificate shows the essential duty played by the centre, which postures fantastic possible in the field of customer care as well as linking them to government entities in a fast and very easy means. This certificate is an additional achievement included in the get in touch with centre's profile as it is just one of the initial authorities on the planet to obtain this certification. The centre has actually received this certificate due to its total devotion of its staff members to provide consumers with the best interaction experience with government entities and offer top quality services."

The Abu Dhabi Federal Government Get In Touch With Centre has 123 employee and also 100 percent Emirati workforce, functioning 24 Hr a day to satisfy client needs and promote their interaction with government entities. The centre has received 434,790 phone calls from the beginning of this year as well as has handled 91,555 emails with a client complete satisfaction of around 88 percent.

ISO 18295 - 2017 presents new standards and also solution needs for customer contact centres. The conventional looks in the direction of ensuring that customer expectations are constantly fulfilled by means of the stipulation as well as administration of ideal arrangements with client contact centres in compliance with the requirements of ISO 18295 - 2017. Before being accredited, an unique audit is conducted to examine if ideal techniques in customer maintenance are taken on and also carried out across three important dimensions - management of the centers, enhancing client facilities and also proactive consumer servicing.

The International Organization for Standardization (ISO) is a global standard-setting body composed of agents from various national standards companies. It includes 163 national requirements entities from around the world. ISO 18295 includes requirements that specify the requirements for interacting with consumers with phone call facilities to enhance the effectiveness of their services with the purpose to provide greater degrees of customer experience.




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