The Ministry of Human Resources and Emiratisation (MoHRE) announced that its communication channels with its customers recorded more than 3 million and 600 thousand communication transactions in 2021.
Hussain Al Alili, Director of the Customer Relations Department at the Ministry, said that the ministry offers its customers a package of services through a range of effective and direct communication channels that meet the highest quality standards and international star ratings, and implement the principles of the UAE government’s promise for future services.
He stressed that the ministry aims to increase contact with its customers and provide them with the opportunity to submit their queries and suggestions and then respond to them directly by applying the principle of finding solutions from the first contact to save customers time and effort.
In a report published by the ministry’s electronic labour market magazine, Al-Alili said that the communication operations that took place through the ministry’s channels in 2021 included more than 3 million and 50 thousand communication operations through the call centre at the toll-free number 80060, divided into incoming calls from customers and outgoing calls. From the centre, to follow up on customer enquiries, about 250 thousand direct chats, a service available through the ministry’s website and smart application, more than 75 thousand messages through the ministry’s email and 73 thousand calls through the visual communication platform, as well as about 7 thousand enquiries through the ministry’s accounts on social media channels and about 147 transactions through the voice service for customers’ comments and suggestions.
Al-Alili pointed out that the call centre was developed as part of the innovative communication system in accordance with the latest technologies and relevant international standards, where highly qualified and trained human cadres respond quickly to any information required by customers within a record time to ensure the provision of outstanding service that meets their needs and provides them with the necessary support. He explained that in 2021, more than 17,000 hours of training were conducted for the customer service staff to ensure optimal service delivery.
The MOHRE’s call centre provides services from eight in the morning to eight in the evening, Monday to Friday, in three main languages: Arabic, English and Urdu. It provides the services to enquire about the status of the request, comments, suggestions, technical support, general enquiries and other services.
Source: Ministry of Human Resources & Emiratisation