Title:
The Ministry of Human Resources and
Emiratization has launched "Tawasul" Integrated System for communication and
customer care which includes eight interactive, electronic and smart subsystems
and services for effective communication which are (main call center 80060, the
customer relation management center that has four ISO accredited certificates
(Series 10000) since 2015, the interactive account statement and the social media channels which is the first of its kind in the country, the e-mail channel, the technical
support for establishments, direct chat and the innovative service quality
assessment system for service canters' customers through the Ministry's
website) in order to allow customers to obtain the Ministry's services directly
and promptly 24 hours and supported them with CRM system for customer's voice
through which comments, suggestions and inquiries can be recorded and communicated
with the decision makers in the Ministry to respond to them within the
specified time. The Ministry has also developed the hotline service of the call
center to ensure the provision of labour dispute
resolution services immediately over the phone and provided it with a voice
print for employers and workers to speed up and facilitate completion of
services.
Objective:
This advice aims to monitor opinions and
proposals to develop mechanisms, initiatives and programs in support of Tawasul
and customers care system and to provide the best regulations, legislation and
services for those involved in the labour market.
Eexpected Decisions of implementation:
Work mechanisms, initiatives and programs that
support Tawasul for customer care.