The UAE Ministry of Finance (MoF) has announced remarkable results in customer satisfaction and service quality for the first half of 2024. The ministry’s call center performance indicators reveal a significant surge, with customer happiness reaching 96 percent and customer requirement fulfillment also at 96 percent, exceeding the 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 achievements demonstrate the ministry’s dedication to customer satisfaction and commitment to providing exceptional support. He emphasized the crucial role of MoF’s call center and customer happiness channels in delivering swift and effective services, efficiently resolving inquiries, and offering innovative solutions through direct communication channels.
Al Khoori attributed the center’s success to the team’s high efficiency, continuous training on cutting-edge technologies, and investment in advanced technological infrastructure. The center’s utilization of smart systems to analyze data and anticipate customer needs has significantly enhanced service quality. The Ministry plans to further elevate the performance of the call center and customer happiness channels by introducing new AI-powered digital channels to deliver a unique and integrated customer experience.
Read more: Fostering customer-centric value with fintech
Key highlights
In the first half of 2024, MoF’s call center and customer happiness channels demonstrated impressive performance. A remarkable 87.9 percent of calls were answered within 20 seconds, with unanswered calls remaining below 2 percent. The average call duration was 4 minutes and 30 seconds, and customers experienced zero waiting time as responses were provided immediately. Moreover, the total number of support requests received by the customer happiness channels exceeded 35,000, encompassing 18,257 incoming calls, 10,464 emails, 1,362 instant chats, 6,098 requests through the self-service system, and 148 inquiry services.
To further accelerate digital transformation, the Ministry of Finance has developed a comprehensive strategy for managing customer happiness channels and call centers. This strategy includes initiatives to optimize operations, such as implementing smart screens through the data lake system to analyze customer data and incoming requests.
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