The customer happiness index in the “Finance” call center rises to 96.79%

The call center at the Ministry of Finance revealed that it achieved exceptional results in its performance during the year 2024, which reflects the Ministry’s commitment to providing distinguished services that guarantee the highest levels of satisfaction and happiness of customers, and improving the quality of services provided.

Performance indicators showed a noticeable improvement in most of the main indicators compared to the previous year, as many of them exceeded the specified goals, such as processing customer requests, waiting time, and speed of answering calls, at a time when the customer happiness index witnessed a noticeable increase to reach 96.79%, exceeding the goal. specified, and superior to the previous year’s rate.

The center was able to process 97.15% of requests from the first call, exceeding the target set at 90%, and thus achieving clear progress over the previous year’s percentage, which amounted to 94.43%. The center also recorded an exceptional achievement in the average waiting time, as 100% of calls were answered. Without waiting, while the target was 15 seconds, which reflects the efficiency of rapid response operations.

Regarding the speed of responding to calls, the center was able to achieve an average time of 14 seconds, exceeding the target set by 20 seconds.

The center also maintained efficiency in call management, as the average time for handling one call reached 4.36 minutes, which is better than the target set at five minutes, and from the previous year in which the average reached 4.44 minutes. The call center achieved a rate of 88.40% in the aspect of service quality, exceeding The target is set at 80%.

As for the customer happiness index, it witnessed a noticeable increase to reach 96.79%, exceeding the target set at 93%, and surpassing the previous year’s rate of 94.81%. The center was also able to respond to 88.40% of calls within 20 seconds, while the set percentage was 80%. .

In turn, the percentage of abandoned calls decreased to 1.85%, which is a performance that exceeded expectations compared to the target set at 5%. According to the results, the other communication channels recorded a balanced performance, as the number of incoming calls reached 34,798 calls, an increase of 4,624 calls over the previous year. While the calls that were responded to recorded a slight increase, reaching 23,767 calls (1,205 more than the previous year), as for interaction via chat. It witnessed a significant increase, reaching 4,447 inquiries, an increase of 3,962 inquiries (88.6%) compared to last year.

On the other hand, inquiries received via email decreased to 22,594 inquiries, a decrease of 5,860 inquiries over the previous year, while inquiries via smartphones and the web witnessed slight increases, which reflects customers’ shift to using digital channels more.

The Undersecretary of the Ministry of Finance, Younis Haji Al-Khouri, said: “The results achieved by the Ministry’s call center during the year 2024 confirm the Ministry’s commitment to providing high-quality services that are in line with the aspirations of customers and support our strategic vision to enhance the user experience.”

He added: “The center has succeeded in achieving outstanding performance indicators, whether in terms of response time, quality of service, or the level of customer satisfaction and happiness, which reflects the continuous efforts to develop communication channels and adopt best practices.”