Monday, August 10, 2020
Ministry Of Human Resources and Emiratisation Call Centre Handles Over 1.4 Million Transactions in 6 Months
The Ministry of Human Resources and Emiratisation, MoHRE, announced that its 80060 call center completed one million and 467 thousand and 591 transactions during the first half of this year, compared to one million and 230 thousand and 883 transactions it completed during the year 2019, an increase of 16%.
The center also responded to one million and 259 thousand and 550 calls from the Ministry’s customers from employers, workers and domestic workers categories during the first half of this year, compared to one million, 20 thousand and 263 calls during the same period in 2019, an increase of 19%.
Aisha Belharafa, Assistant Undersecretary of the Ministry of Human Resources and Emiratisation for Labor Affairs, confirmed that the call center, which operates around the clock, seven days a week, provided all its services according to the highest standards of quality and excellence in light of the implementation of the precautionary measures that were taken to contain the spread of the “Covid-19” virus.
She explained that MoHRE was keen, during the precautionary measures period, to enhance communication with the various categories of customers through a variety of communication channels that it provides to ensure the achievement of the National Crisis Management Strategy and the continuity of business performance.
She pointed out that the call center has been developed within the innovative Tawasul system following the latest technologies and relevant international standards, and have highly qualified and trained human cadres to respond quickly to all information which customers need within a record time to ensure the provision of a distinguished service that meets the expectations of customers and provides the necessary support for them.
She noted that, in consideration of the country’s cultural diversity, the ministry provided the center’s services in 20 languages, including 4 basic languages and 16 sub-languages. The percentage of conversations and services provided through the center and through various channels was 39% in Arabic language, 37% English, 17% Urdu and 6% for other languages.
In the same context, the center continued to provide chatting and responding to e-mail and various social media channels, as employees were able to provide the necessary support to customers by responding to 25,707 e-mails, 110,188 chats and 6,179 inquiries through social media channels.
MoHRE was keen to provide smart and innovative Tawasul platforms in its happiness centers and service centers across the country. The call center was able to serve over 1,268 customers during the first half of 2020, taking into account all preventive and precautionary measures.
The Ministry provides customer voice services which provide the opportunity for customers to present their suggestions and observations and express their opinions in all transparency, as all these observations and suggestions, which reached 66,203, were taken into consideration, which were remarks, suggestions and letters of thanks from the customers of the ministry during the first half of this year.
MoHRE call center provided a service quality assessment service that monitors the evaluation and opinions of customers about the ministry’s services through various channels and service centers, and reflects these results with full transparency through the website and the smart application. The number of evaluations and opinions during the first half reached approximately 10,734 evaluations.
The center provided self-services to customers with over 449,136 beneficiaries during the first half of this year in the interactive automated response system, compared to 392,946 during the same period last year.
During the precautionary measures period, the Ministry was keen to prepare several training workshops that allow the continuation of the process of qualification and training of call center employees. The number of remote training hours reached 315. 95% of the employees benefited from remote training on a span of 60 days.
In the area of online counseling and guidance, the supervisory team at the center was able to complete 933 counseling sessions for employees in less than 60 days. The center provided modern tools and techniques aimed at motivating employees to continue self-learning. The total number of education views reached nearly 3,000 training views within 60 days.