Ajman Contact Center - Excellence in Innovation in Government
Company: Ajman Contact Center, Ajman
Company Description: Ajman Contact Center is an initiative of Ajman Executive Council established in November 2015 under instruction of His Highness Sheikh Humaid bin Rashid Al Nuaimi to increase the communication channels with public for receiving their Inquiries, Complaints And Suggestions related to 13 Local Government Departments.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Award for Excellence in Innovation in Government - Organizations with up to 100 Employees
Nomination Title: Ajman Contact Center Achievements
Corporate Social Responsibility:
Ajman Contact Center from the start of its operation was initially to operated for 12 hours a day, 7AM-7 PM. Considering the consumer’s demands and understanding their requirements the center was made operational around the clock to consumer inquiries, complaints, suggestions and emergencies.
As a unified contact center for all the local government departments (13 in total), Ajman Contact Center provided ease of accessibility to public with assignment of workforce that covers all the frequently spoken languages in the country and in the regions including Arabic, English, Urdu/Hindi for inbound calls with addition of Malayalam, Pashto and Persian in case of any outbound requirement.
Ajman Contact Center’s initiative was taken in order to advocate the public in the local government departments like Municipality and Planning, Department of Economic Development, Chamber of Commerce and others, where public is less vulnerable to inefficient and time-consuming process. Governance within government is an idea that has helped both corporate and public development.
There are cases related to public but not related to our work of scope, yet in such instances Ajman Contact Center kept coordinating with people to give them a feel of comfort and making it sure that they are safe, sound and realize that the government stand with them.
Customer Service:
Ajman Contact Center as mentioned earlier is a Government Department that advocates that public in their cases related to other local government of Ajman. Ajman Contact Center aims to provide 7-star customer services in the contact center industry. In order to achieve the goal, there are policies placed which makes sure that customers complaints and inquiries are entertained with the correct course of action to be followed. Ajman Contact Center is responsible to coordinate with the department in case the customer objects to feedback or delay in response. As a contact center there are fixed channels to register the case which includes: Toll Free Number, Ajman Voice Website and Phone Applications, Social Media and Radio. However, there are cases of senior citizens who were unable to register their complaint on the said channels and requested visit to our office. All such cases were entertained and protocols were given to such customers with constant follow for quick resolutions to their cases.
On top of this, If the calls are abandoned, there are employees who are assigned to call those customers within 2 Hours of the missed call.
If customer is unable to reach and a voicemail is left, immediate email notification is sent and the staff are mandated to call them back immediately.
If Customer reaches out to us through the E-mail, A reply is due to be sent within 24 hours of the customer’s registration
Information Technology:
In the beginning of the Contact Center setup, the only way of communication was just the toll-free number 80070.
However, in the past 2 years, our IT team has brought below developments for the ease of customers as well as the employees of the Contact Center.
Increase of communication channels, Website (https://av.80070.ae/), Phone App (Ajman Voice), Email 80070@ajman.ae and Voicemail).
Efficient of the Server were improved under unified governments system operation under Ajman Digital Government.
Inhouse CRM has been built which is integrated in the best possible way for all the communication channels.
All the concerned staff can track the ticket of the customer starting from agent who enter the case in CRM, followed by the Back Office Team to be transferred to the Department. The Department coordinators also have the CRM credential and are supposed to provide feedback through the same CRM, with the allotted SLA.