ADSIC hosts Abu Dhabi Government Contact Centre Forum
Event held to showcase capabilities of Abu Dhabi's centralised government contact centre
ADSIC has hosted the Abu Dhabi Government Contact Centre Forum to discuss progress and future plans for the centralised government contact centre.
Abu Dhabi Government Contact Centre is a multi-channel contact centre, responsible for fielding all enquiries for nearly 50 government entities.
The forum, which took place at the Rosewood Hotel, included presentations from user entities and key milestones and achievements to date. Abu Dhabi Contact Center has achieved an 88% successful closure rate from the first point of contact, and has registered more than two million cases. Customer satisfaction rose to 92% in 2016, up from 77% in 2015.
The program also included discussions of customer happiness and satisfaction and how it relates to the UAE's drive to happiness initiatives, and the key enables of successful customer service strategy.
In addition, Nelson marketing research delivered a presentation on measurement tools for customer satisfaction and the role of technology in enabling service distinction. The presentation also included the customer's journey and its five supporting pillars: information, time, applied channel, employees, payment systems and the importance of government services in this domain.
HE Rashid Lahij Al Mansoori, Director General of ADSIC stated: "I would like to express my thanks and gratitude to the entire team at the Abu Dhabi Contact Centre and our strategic partners, as their unrelenting dedication, efforts and team spirit has led to the notable enhancement of the centre's operations in light of the great emphasis that we collectively place on customer service happiness and distinction.
"The Contact Centre has become a global benchmark for multi-channel gateways and a key component of Abu Dhabi's e-transformation infrastructure, given its central role in government integration and we look forward to future successes," he added.
Future plans for the Contact Centre which were discussed at the event include updates to the CRM technology in use, and improved government entity integration, and new ways of segmenting requests and cases to provide customers with an enhanced service experience.