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Tribune News Network
Doha
The unified call centre of Qatar General Electricity and Water Corporation (Kahramaa) has achieved a great leap in customer services as it provides high-quality services 24/7.
The centre is part of Kahramaa endeavour to achieve excellence in customer services as the centre acts as a link between the corporation and its customers by replying to all inquiries, complaints and requests around the clock.
The unified call centre 991 is one of the outstanding centres in Kahramaa. Instead of serving as a complaint centre only, it was upgraded to provide all customer services around a clock.
All customer service programmes are unified to expedite respond to inquiries and complaints on the spot, apart from other new communication channels, including Kahramaa App for smart phones, emails and website.
The centre ensures integrity and harmony with Kahramaa smart services as it provides support to smart services users via its application and website.
The centre consists of three main units - call centre, support and quality & training with 19 well-trained Qatari employees working as agents, team leaders and supervisors.
The centre receives around 1,000 to 1,500 calls daily, which vary according to peak and off peak hours, 7,500 to 8,000 calls weekly and 35,000 to 40,000 monthly.
The unified call centre has achieved an integrated move towards excellence in service delivery in terms of content and quality standards, measuring customer satisfaction through surveys.
All calls are recorded and monitored to ensure service quality. The centre develops studies in cooperation with other departments and sections for the development and improvement of laws and regulations. It also approves mechanisms to ensure continual communication with customers and build a unified customer service culture.
