The Ministry of Finance (MoF) has reported remarkable results in customer satisfaction and service quality for the first half of 2024.
According to the ministry’s performance indicators, customer happiness reached an impressive 96 percent, while the completion rate of customer requirements also stood at 96 percent, both surpassing the initial target of 90 percent.
The #MoF achieved outstanding results in customer happiness and service quality during the first half of this year. This reflects the Ministry’s continuous efforts to provide exceptional support by delivering fast and effective services, offering innovative solutions, pic.twitter.com/4ILZT0uiEE
— وزارة المالية | الإمارات (@MOFUAE) August 15, 2024
Younis Haji Al Khoori, Under-Secretary of the Ministry of Finance, highlighted that these results reflect the Ministry's ongoing dedication to ensuring customer happiness and its unwavering commitment to providing top-tier support. He emphasized the critical role that MoF’s call centre and customer happiness channels have played in delivering fast, efficient services and resolving inquiries effectively through direct communication channels.
"The outstanding results achieved by the centre are due to the team's high efficiency, continuous training on the latest technologies, and significant investments in advanced technological infrastructure,"
Al Khoori stated. He noted that the use of smart systems to analyze data and predict customer needs has greatly enhanced service quality. Looking ahead, the Ministry plans to further upgrade its call centre and customer happiness channels by introducing new digital channels powered by artificial intelligence to offer a seamless and integrated customer experience.
Among the key achievements in the first half of the year, 87.9 percent of calls were answered within 20 seconds, with unanswered calls kept to under 2 percent. The average call duration was 4 minutes and 30 seconds, with zero waiting time for customers, as responses were provided instantly.
The Ministry's customer happiness channels handled over 35,000 support requests, including 18,257 incoming calls, 10,464 emails, 1,362 instant chats, 6,098 self-service requests, and 148 inquiries.
In a bid to drive digital transformation, the Ministry has developed a strategy for managing customer happiness channels and call centres. This strategy includes initiatives aimed at streamlining operations, such as the implementation of smart screens via the data lake system to analyze customer data and incoming requests, ensuring continued excellence in service delivery.
News Source: Emirates News Agency
