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Smart Dubai call centre gets worldwide ISO first

Smart Dubai's contact centre becomes first in world to qualify for new ISO standard

Smart Dubai call centre gets worldwide ISO first
SDGE has attained the ISO 18296 parts 1 and 2, and the CCA Global Certification for Contact Centre Management.

The Smart Dubai Government Establishment contact centre has become the first contact centre worldwide to attain the new ISO 18295 Certification for customer service centres.

The contact centre has also become the first in the region to qualify for the CCA Global Certification for Contact Centre Management.

The ISO 18295 Certification Part I and II specify service requirements for customer contact centres and a framework for efficiency of service; and provisions and management for consistent customer service respectively.

The CCA Global Certification for Contact Centre Management, outlines a framework for best practices to improve the performance and efficiency of contact centres and ensure excellence in customer service.

Her Excellency Dr Aisha Bint Butti Bin Bishr, Director General of the Smart Dubai Office (SDO) commented: "These certifications awarded to our contact centre are a new achievement to add to Smart Dubai's already commendable track record. This is especially true considering that these certificates are issued by international and distinguished bodies, experts in the development of standards and benchmarks, as well as in customer experience and satisfaction.

"This achievement invigorates Smart Dubai's ambitious mission to develop its strategies, employ modern technology to build a fully-fledged smart city and transform the Emirate of Dubai into the happiest and smartest city in the world," Dr Aisha added, noting that the awards also help improve the performance and efficiency of service centres in accordance with international best practices and high quality standards.

HE Wesam Lootah, CEO of the Smart Dubai Government Establishment, said: "In the UAE, we aim to be the best country in the world by 2071. At Smart Dubai Government Establishment, we are keen to be part of the national initiatives to achieve this goal. We have made excellence and the application of the best international standards as the keystone of all our operations. We believe that call centres are a key part of the experience of customers with any governmental institution and complement the range of smart solutions that we launched to communicate with the public and to enhance their happiness. Led by this commitment, we applied for this international certification. Winning the award will further reflect on the experience of living in Dubai. This achievement would not have been possible without the outstanding efforts of our team and we thank them for their hard work and dedication.

"The UAE has recently been ranked first in the region and tenth globally in the list of the world's most competitive countries in the 2017 World Competitiveness Yearbook of the World Competitiveness Centre in Switzerland. We believe that maintaining this position and building on it and other achievements is the responsibility of everyone."

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