Smart Dubai contact centre receives global recognition

Smart Dubai has announced that it has achieved another global milestone with Smart Dubai Government Establishment contact centre being awarded the ISO 18295 Certification, Parts I and II, as well as the CCA Global Certification for Contact Centre Management.

According to the firm, this makes the centre the ‘first in the world’ to receive the ISO certificates, awarded by the Switzerland-based International Organisation for Standardisation (ISO), and the first in the region to receive the latter certificate, awarded by the UK-based Customer Contact Association.

“These certifications awarded to our contact centre are a new achievement to add to Smart Dubai’s already commendable track record,” said Her Excellency Dr Aisha Bint Butti Bin Bishr, director general, Smart Dubai Office (SDO). “This is especially true considering that these certificates are issued by international and distinguished bodies, experts in the development of standards and benchmarks, as well as in customer experience and satisfaction.

“This achievement invigorates Smart Dubai’s ambitious mission to develop its strategies, employ modern technology to build a fully-fledged Smart City and transform the Emirate of Dubai into the happiest and smartest city in the world,” said Dr. Aisha.

She added that the awards also help improve the performance and efficiency of service centres in accordance with international best practices and high quality standards.

The contact centre has received the ISO 18295 Certification Part I, which specifies service requirements for customer contact centres, as well as a framework that aims to assist in providing and improving the robustness and efficiency of service, therefore enabling to deliver a higher level of customer experience.

H.E. Wesam Lootah, CEO, Smart Dubai Government Establishment, said, “In the UAE, we aim to be the best country in the world by 2071. At Smart Dubai Government Establishment, we are keen to be part of the national initiatives to achieve this goal. We have made excellence and the application of the best international standards as the keystone of all our operations. We believe that call centres are a key part of the experience of customers with any governmental institution and complement the range of smart solutions that we launched to communicate with the public and to enhance their happiness. Led by this commitment, we applied for this international certification. Winning the award will further reflect on the experience of living in Dubai. This achievement would not have been possible without the outstanding efforts of our team and we thank them for their hard work and dedication. “

He added: “The UAE has recently been ranked first in the region and tenth globally in the list of the world’s most competitive countries in the 2017 World Competitiveness Yearbook of the World Competitiveness Centre in Switzerland. We believe that maintaining this position and building on it and other achievements is the responsibility of everyone.”

The Centre, moreover, was awarded the ISO 18295 Certification Part II, which aims to ensure that customer expectations are consistently met through the provision and management of appropriate arrangements with customer contact centres.

Meanwhile, the third certification, the CCA Global Certification for Contact Centre Management, outlines a framework for best practices to improve the performance and efficiency of contact centres and ensure excellence in customer service.

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