Al Fadhel: Inauguration of CMS to manage Calls by Complainants
On the occasion of the first anniversary of the inauguration of the NIHR free hotline (80001144) to receive complaints and inquiries, and within the framework of its continuous concern to develop and update the mechanisms of communication with citizens and residents in order to reach the maximum levels of the protection and promotion of human rights, Dr. Khalifa bin Ali Al Fadhel, Secretary General of the National Institution for Human Rights (NIHR), revealed that the NIHR is in the process of inauguration of an integrated call management system (CMS) for receiving complaints and inquiries, with a view to improve the quality of services provided by the NIHR customer service team.
Dr. Al Fadhel explained that the inauguration of an integrated call management system has become necessary with the high rate of receiving complaints and inquiries since the inauguration of the free hotline, amounting to 1326 incoming calls, noting that the new system will make it easy for the NIHR call center to manage this large number of calls as per the international standards, as it will include many important features that will evaluate the performance of call center employees, determine their required training and assess their performance on a periodic basis to ensure the quality of the services provided by them.
Dr. Al Fadhel said, “Based upon the performance assessment questionnaire inaugurated by the NIHR Secretariat General in January this year, the average satisfaction of customers with the quality of the services provided by the NIHR regarding the mechanism of receiving complaints and applications for assistance was 92%, and we are working continuously to reach the maximum levels of human rights protection and promotion”, calling on service recipients not to hesitate to submit their complaints and inquiries to the NIHR by calling the hotline service.
