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Mawhiba boosts efficiency with new contact centre

Saudi education specialists see dramatic rise in student enrolment after launching contact centre

The King Abdulaziz and His Companions’ Foundation for Giftedness and Creativity (MAWHIBA), offering skills training and internship opportunities to worthy students in Saudi Arabia, has seen a significant boost in efficiency levels since launching its new contact centre.

Established in 1999, Mawhiba offers more than twenty educational programmes related to technology, electronics and engineering. It’s developed a 15-year strategy to establish an educational system that caters specifically to gifted students in the country, which runs independently from the Ministry of Education.

Based in Riyadh, the new contact centre from Altitude software was set up to enhance Mawhiba’s efficiency and service levels, handling calls from students and graduates interested in enrolling for Mawhiba’s internships, educational programs and other services.

"The results have been very insightful," said Hosam F. Zoheir, projects manager & ERP consultant at Mawhiba.

"In the first two months of the contact centre set up we were able to increase the size of our database by 300%, and we are continuing to compile data related to the best performing students in Saudi Arabia. We also experienced numerous contact centre performance and productivity improvements. For instance, call abandonment rate decreased 68% and service levels increased 24%,’ he added.