Sharjah 24: The Sharjah Charity International (SCI) call centre received 160,501 phone calls during the first half of 2024, over the course of 12 continuous hours of work, during which it responds immediately to all public inquiries from those submitting aid requests, as well as inquiries related to the required documents, conditions for submitting aid requests, and aid files.
Abdulrahman Mohammed, Head of the Customer Happiness Department and the Call Centre, stated that the call centre is one of the most important main channels allocated by the SCI to communicate with the target groups, through a qualified work team who is fluent in Arabic, English and Urdu and can deal with all incoming calls.
The centre receives calls from the public throughout the week and during official holidays, as it plays a major role in facilitating the public’s communication with the SCI and responding to all inquiries.
He pointed out that the call centre performance indicators reached 95%, while 92% of customers expressed their satisfaction with the level of service, through surveys that enabled the public to express their satisfaction with the quality of the service.
He continued that a follow-up network has also been created for methods of donation received by the SCI via phone calls as well as television programmes.
In the same context, the SCI has provided continuous training courses for all call centre employees with the aim of raising work efficiency and achieving the most important goal, which is making the public happy, stressing that the SCI is always keen to developing its services in Arabic, English, and Urdu, with the aim of achieving customer satisfaction, in a professional manner consistent with best practices and standards of excellence and quality, appreciating the efforts of the call centre employees for their dedication and sincerity in carrying out their role being the link between the SCI and its audience.
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