Abu Dhabi Government Contact Centre receives ISO 18295 – 2017 Standard for Customer Contact Centre Management

Centre is first in the emirate to receive certification in recognition of providing excellence in customer service and ensuring customer happiness

The Abu Dhabi Government Contact Centre managed by the Abu Dhabi Smart Solutions and Services Authority (ADSSSA) received the ISO 18295 - 2017 Standard for Customer Contact Centre Management--being the first government entity in Abu Dhabi to receive this certification. The achievement serves as recognition for the contact centre's important role in helping citizens, residents, tourists, businesses and government employees with best-in-class services achieve a fundamental shift in how these new services are offered to all Abu Dhabi customers--enhancing their experience in accordance with the best international standards and practices in the field of call centre management.

The Abu Dhabi Government Contact Centre is one of the first in the world and in the emirate to be awarded with this standard, which was opened for application in July last year. The contact centre, which covers 48 government entities, is a sophisticated and integrated electronic platform for managing customer relationships in contacting government entities.

H.E. Dr. Rauda Al Saadi, Director General of ADSSSA, said, “The happiness of our customers is our top priority. We are keen to provide services to our customers 24/7 through a unified platform including all Abu Dhabi government entities, in line with the best international standards in the field of contact centre management.”

H.E. added “The certificate reflects the important role played by the centre, which poses great potential in the field of customer service and linking them to government entities in a fast and easy way. This certificate is another achievement added to the contact centre’s portfolio as it is one of the first authorities in the world to receive this certificate. The centre has received this certificate because of its complete dedication of its employees to provide customers with the best communication experience with government entities and provide high quality services.”

The Abu Dhabi Government Contact Centre has 123 employee and 100 per cent Emirati workforce, working 24 hours a day to meet customer needs and facilitate their communication with government entities. The centre has received 434,790 calls from the beginning of this year and has handled 91,555 e-mails with a customer satisfaction of around 88 per cent.

ISO 18295 – 2017 introduces new standards and service requirements for customer contact centres. The standard looks towards ensuring that customer expectations are consistently met via the provision and management of appropriate arrangements with customer contact centres in compliance with the requirements of ISO 18295 - 2017. Prior to being certified, a special audit is conducted to check if best practices in customer servicing are adopted and implemented across three important dimensions--management of the facilities, improving customer facilities and proactive customer servicing.

The International Organization for Standardization (ISO) is an international standard-setting body composed of representatives from various national standards organizations. It includes 163 national standards entities from around the world. ISO 18295 includes standards that define the requirements for communicating with customers through call centers to improve the efficiency of their services with the aim to provide higher levels of customer experience.