The Call Center of Human Resources and Emiratisation Wins INSIGHTS Middle East's Award

The call center of the Ministry of Human Resources and Emiratisation (MOHRE) has won two awards of the "INSIGHTS Middle East Call Center Awards" program, for the second year in a row.

The call center of the Ministry of Human Resources and Emiratisation (MOHRE) has won two awards of the "INSIGHTS Middle East Call Center Awards" program, for the second year in a row.

Ahmed Youssef Al Nasser, Director of Customer Relations Department at the Ministry of Human Resources and Emiratisation, received the “The Best Center in Dealing with Regional Challenges” award that is related to the rapid growth of the MOHRE’s call center in accordance with innovative creative patterns and the "President's Choices Awards” award – due to the quality of the award’s application, during the annual ceremony that was organized in Dubai lately.

Al Nasser stressed that during the past years, MOHRE’s call center (80060) witnessed a qualitative transformation, from a purely information center to an interactive channel through direct contact between the customer and the Ministry, where the first quarter of this year witnessed an increase 69.5% in the number of calls received of the total calls during the same period compared to the last year, while the average waiting time decreased to 54%, which confirm the keenness of MOHRE’s call center on adopting the best practices to ensure the effective communication with all categories of customers.

He pointed out that the call center provides the service of "reconnect” for customers who want to call back them or to those who were unable to obtain the service of the center on time, indicating that the total number of queries for this service in the first quarter of the current year is 21,189 inquiries, which represents 5% of the total number of calls.

He added that the MOHRE’s call center provides a 24/7 service, also the customer can choose his preferred language from a total of 20 languages responses by the center, including four main languages: Arabic, English, Urdu and Malayalam.

The Director pointed out that the list of options in the call center is an easy, simple and fast channel to provide the Ministry’s services, which provides an immediate review of the list of latest services and legislations and laws, thus contributing to the customer's access to his needs accurately and according to the options available to enable him to obtain a service (Inquire about the status of the demand) automatically and instantly by phone calls.

“Among the other services that the customer can obtain through the call center; the technical support service; which represent a central channel for receiving and dealing with all the technical support inquiries of customers. The technical support service is providing the necessary support to overcome the technical challenges that the customers may face, which prevent completing transactions, to ensure that the service is delivered on time”, Ahmed Al Nasser explained.

He mentioned that the first quarter of this year witnessed an increase in requests for technical support from the customers, where the total inquiries reached 39,379 inquiries, which represents 57.1% of the total requests during the last year; which reflects the customers’ trust of this service and their benefit from it.

 He stressed that the call Centre’s team is preparing monthly reports to review the most important challenges faced by customers in accomplishing their transactions and to provide the radical solutions that ensure these challenges not recur.

The Director of the Customer Relations Department stated that the call center; as an interactive channel, monitors all the complaints, observations or suggestions received by MOHRE , whether they are submitted by contacting the center or through the complaints and feedback system or sent via the center’s email account (ask@mohre.gov.ae), where the centre is keen on responding directly to these feedback within a maximum of 5 working days.

Al Nasser pointed out that the total number of inquiries that were responded to during the first quarter of this year reached 51,776 inquiries, most of them were general inquiries and were answered in accordance with the laws and regulations in force in the Ministry.

The call centre responds to customers through the direct conversation through the website (www.mohre.gov.ae), where the total number of conversations during the first quarter of this year was 26,900 conversations; the highest percentage of which were inquiries about registering the new contracts.