"Pensions" The communication center develops and raises its capacity

Abu Dhabi, March 18/ WAM/ The General Authority for Pension and Social Insurance announced the development of the communication center and increased its capacity to deal with a greater number of calls efficiently, and to facilitate the access of customers to services and respond to their inquiries, especially about the use of the “pensioner” platform that was launched last October.

The authority witnessed a noticeable increase in the number of incoming calls in order to inquire about the “pensioner” platform, which represents a qualitative shift through its dependence on the system of self -services and digital services, which constitutes a new shift for its users, and in response, the authority has developed and strengthened the communication center to ensure the provision of comprehensive technical and guidance support to customers, and help them benefit from services easily and easily during this transition.

The communication center was strengthened by raising its efficiency and capacity to deal with the size of the calls received to the authority; Where 35 specialized experts assume the necessary support to customers, with a focus on reducing response time, and improving the experience of customers through the automatic automatic response system that directs calls according to their topic and the type of service to specialized employees to answer inquiries, in addition to inquiries for “Nafs”, which reduces response time and provides the necessary support to customers, which ensures the completion of services accurately.

The automated response according to the previous classifications contributed to reducing the waiting time and providing automatic responses to the common inquiries, in addition to providing the option to re -call customers on the same day to follow up requests and address the cases that are more efficiently.

The authority also supported the developed communication center with other response mechanisms that contribute to reducing the waiting time, as calls are directed for complex cases to specialists to provide the necessary assistance.

The authority was keen that the developed call center includes accurate criteria in the investigations, by improving access to retirees and employers in the actual time, through digital audit mechanisms, integrated with the “UAE Pass Digital” portal, and the center also provides customers with mechanical notifications that allow them to follow up immediate updates, which contributes to reducing human errors and enhancing the efficiency of procedures.

The authority affirmed its commitment to continuous improvement and response to the comments of the customers and work to meet it through the communication center, as it is a basic pillar of the success of any institution that seeks to provide distinguished services to the beneficiaries of its services.

The statistics of the authority showed a gradual improvement in the response rates of the incoming calls.

The communication center performance indicators witnessed a remarkable improvement after strengthening its absorptive capacity and the application of the mechanisms of response to the customers, and the average time to respond to calls decreased from 35 minutes to 6 minutes.

During the same month, the center’s employees were able to deal with more than 43,000 calls successfully, which reflects remarkable progress in the level of response to the needs of customers, and the commitment of the authority to improve operational performance and raise the quality of the services provided. Thanks to the ability to observe instantaneously and analyze data via the smart control panel, the center can make accurate and rapid decisions to enhance the experience of customers.

It is noteworthy that the “pension” platform, one of the transformational projects within the performance agreements of the federal government agencies for the year 2022, aims to develop pension and social insurance services, as a basic step to achieve the digital vision of the UAE.

• For more: Follow Khaleejion 24 Arabic, Khaleejion 24 English, Khaleejion 24 Live, and for social media follow us on Facebook and Twitter