The unified call center of Qatar General Electricity and Water Corporation “KAHRAMAA” managed to achieve a great leap in customer services. It provides high quality services 24/7. The center comes within KAHRAMAA endeavor to achieve excellence in customer services. The center acts as a link between KAHRAMA and a customer to reply to all inquiries, complaints, and requests around the clock and as per the integrated quality standards to achieve customer satisfaction.
The unified call center 991 is one of the outstanding centers in KAHRAMAA. Instead of being a complaint center, it was upgraded to provide all customer services around a clock. All customer service programs are unified to expedite services and respond to customer inquiries and complaints on the spot. There are other new communication channels including KAHRAMAA App for smart phones, emails, and KAHRAMAA website.
The unified call center is equipped with the latest technology. The IVR provides various services to customers around the clock without waiting for the call center agent (e.g. bill payment and inquiries of interruption locations). The center ensures integrity and harmony with KAHRAMAA smart services as it provides support to smart services users via KAHRAMAA App, and website.
The call center consists of three main units which are call center, support, and quality & training. The Center hires 19 well-trained Qatari employees. They work as agents, team leaders, and supervisors.
The center receives around 1000 – 1500 calls daily (varies according to Peak and off Peak), 7500 – 8000 calls weekly and 35000 – 40000 monthly.
The unified call canter has achieved an integrated jump towards excellence in service delivery in terms of content and quality standards. It measures customer satisfaction through surveys. All calls are recorded and monitored to ensure service quality. The center develops studies in cooperation with other departments and sections for the development and improvement of laws and regulations. It also approves mechanisms to ensure continual communication with customers and build a unified customer service culture.
