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Dienstag, 28.05.2024
eGovernment Forschung seit 2001 | eGovernment Research since 2001

Call Center

  • 200 new jobs as Bahrain plans contact centre

    The first national contact centre to handle calls from the public about all government-related issues in Bahrain is being set up, with 200 new jobs being created.

    The kingdom's eGovernment Authority has announced the initiative, and an initial contract has been awarded to design and build the centre to Bahrain-based strategic consultants BDO Jawad Habib.

  • AE: Dubai Trade call center goes 24/7

    In a far-reaching move aimed at boosting Dubai's supply chain operations, Dubai Trade, the premier trade facilitator under Dubai World, announced today (August 09) that it has extended its Contact Centre operations to provide round-the-clock support to its customers.

    The Contact Centre is now in alignment with the 24x7 operational mode of DP World's flagship Jebel Ali Port and Dubai Customs, ensuring uninterrupted, seamless cargo movement and further enhancing Dubai's reputation as "the City that Never Sleeps".

  • Australian govt call centre wins award

    One of the call centres in Australia's Centrelink public service network has been singled out as one of the country's 'call centres of the year'.

    Centrelink is a public agency that runs a network of 27 call centres throughout Australia, employing 4500 staff and answering more than 28 million calls a year.

  • Bahrain plans national call centre

    Bahrain is to establish a national call centre as part of its e-government strategy, it has been revealed.

    The Supreme Committee of Information and Communication Technology (SCICT) approved a proposal to establish a new company to manage the project.

    The company will be equally owned by the government and a large international company.

  • Bahrain: eGovernment Authority announces the Kingdom's First National Contact Centre

    eGovernment Authority has announced the creation of the Kingdom's first National Contact Centre, a strategic move to enhance communication between the public, government departments and authorities in the Kingdom of Bahrain.

    The initial contract of BD109 500.00, to design and build the centre has been awarded to BDO Jawad Habib, one of Bahrain's leading strategic consultants.

  • Bahrain: Establishment of 'Silah Gulf' to provide integrated solutions in call centers

    The eGovernment Authority signed an agreement yesterday with Merchants, a leading provider of contact centre solutions, to establish a new company, named "Silah Gulf", which will provide a full range of integrated contact centre solutions on a local and regional level.

    The partnership also paves the way towards launching the National Contact Centre, the fourth and final integrated government eService delivery channel, having previously launched the eGovernment National Portal (Bahrain.bh), Mobile Gateway, and Common Service Centres.

  • Bahrain: New contact centre company launched

    An agreement was signed yesterday between the eGovernment Authority and contact centre solutions provider Merchants to establish the new company, Silah Gulf.

    The company will provide a full range of integrated contact centre solutions on a local and regional level.

    The partnership will also pave way towards launching the National Contact Centre, the fourth and final integrated government eService delivery channel, having previously launched the eGovernment National Portal (Bahrain.bh), Mobile Gateway, and Common Service Centres.

  • Bahrain: Round-the-clock services hotline

    A 24-hour hotline connecting people to all government services will be up and running within a year, it was revealed yesterday.

    The toll-free National Call Centre will allow callers to do everything from pay their utility bills to call an ambulance, said Bahrain eGovernment Agency (EGA) chief executive officer Mohammed Al Qaed.

    He said it would be the first such centre in the Middle East and tenders had already been floated for the contract to set up the service.

  • Bahrain’s tourism hot line boon for investors, visitors

    The tourism unit of Bahrain’s Ministry of Culture has launched its own call center in cooperation with Silah Gulf (Silah), a joint venture between the eGovernment Authority and UK-based Merchants.

    The action is part of the ministry’s efforts to provide better services and strengthen partnerships with the private sector, officials announced.

    Eight well-trained Bahraini nationals will be available at the centre around the clock to offer a wide range of tourism information and services in both Arabic and English, according to a statement received here.

  • Bhutan: One per gewog target out of reach?

    Financial constraints put a question mark on this ambitious but important project

    A government objective of establishing community centres (CCs) in all gewogs by 2013 may not happen, it was revealed at the mid-term review of the ministry of information and communications (MoIC) on Wednesday.

    The department of information technology and telecom (DITT) informed the government that Nu 256M more was needed to complete the objective. The department’s director, Phuntsho Namgay, called it a “serious constraint” and a financial requirement that would have to be fulfilled for the objective to be completed.

  • CA: Ontario: New call centre opens

    Officials say a new call centre, contracted to provide telehealth services to Ontario residents, will employ up to 80 workers.

    The centre located at 161 Greenbank Rd. and is the operated by Sykes Assistance Services Corporation, which has a contract with the Ontario Ministry of Health. Nurses will provide general health information, help identify symptoms and connect callers to local health care services.

    "We chose Ottawa for this latest call centre because we wanted to bolster our complement of bilingual nurses," said Sykes spokesperson Adam Jones in a statement.

  • Call 8000 80001 for Bahrain tourism information

    The department of tourism, under the Ministry of Culture, in collaboration with Silah Gulf – a joint venture between the UK-based Merchants and Bahrain's eGovernment Authority – launched a hotline service.

    Dial 800080001 for information on Bahrain tourism, cultural and historic attractions.

    In addition, the call centre service will provide information on other sectors of the hospitality industry including hotels, travel agencies, shopping and entertainment centres.

  • Callcenter weiterhin im Aufwärtstrend

    Der Verband der Callcenter verzeichnet weiterhin einen Aufwärtstrend der Branche und will künftig gegen schwarze Schafe unter den Mitgliedsunternehmen vorgehen. Der Präsident des Callcenter Forums Deutschland (CCF), Manfred Stockmann, erwartet im laufenden Jahr bundesweit ein Plus bei den Arbeitsplätzen von rund sieben Prozent. Gegenwärtig arbeiteten über 360.000 Menschen in 5600 Callcentern, sagte er am Freitag auf einer außerordentlichen Mitgliederversammlung zum zehnjährigen Bestehens des CCF in Potsdam.
  • Callcenter: Nicht auf eMail vorbereitet?

    Klassische Callcenter haben ausgedient. Die Zukunft der Kundenkommunikation liegt in Multikanal-Kontaktcentern, die über das Telefon hinaus Kunden auch per eMail und im Internet betreuen.

    Kommunikationskanäle wie eMail oder Internet werden immer bedeutender, so die Ergebnisse der Studie Kundenkommunikationstrend von novomind.

  • Centralized call center benefits Canadian municipality

    Citizen satisfaction with the Halton Region's call center is remarkably high -- and the Ontario municipality ascribes that to its centralized, coordinated, and consistent approach to customer service.

    The region's call center -- dubbed Access Halton -- has been ranked among the top 5% for citizen satisfaction in an independent study by Service Quality Measurement Group Inc. (SQM). The study represents all call centers in Canada and the U.S., said Vernon, British Columbia-based SQM.

  • Customer Satisfaction is No.1 Goal of European Contact Centres

    Hot topics for contact centre managers: developing agents, reducing costs, improving performance

    Aspect Communications Corporation, a provider of enterprise customer contact solutions,announced the results of the 2005 Contact Centre Trends Market Survey, a study conducted on behalf of Aspect by STRATECO GmbH, an independent contact centre research consultancy.

  • DE-BB: Behördennummer 115 ab sofort auch in Potsdam erreichbar

    Mit der Landeshauptstadt geht heute die erste Kommune Brandenburgs an den Start.

    Ab sofort kann die Einheitliche Behördennummer 115 auch in der branden-burgischen Landeshauptstadt Potsdam gewählt werden. Damit ist ein weiterer Meilenstein auf dem Weg zur bundesweiten Erreichbarkeit der Einheitlichen Behördennummer geschafft. Cornelia Rogall-Grothe, Staatssekretärin im Bundesinnenministerium und IT-Beauftragte der Bundesregierung, unterzeichnete heute gemeinsam mit Oberbürgermeister Jann Jakobs die 115-Charta im Potsdamer Stadthaus. Ziel des neuen Services ist es, Bürgerinnen und Bürgern den Zugang zur Verwaltung spürbar zu erleichtern. "Mit der Landeshauptstadt Potsdam wird heute die erste Kommune in Brandenburg für die 115 freigeschaltet. Ich hoffe, dass der heutige Start in Potsdam auch weitere Kommunen in Brandenburg und auch das Land selbst animiert, sich dem 115-Verbund anzuschließen", so Rogall-Grothe.

  • GB: Wales: Blaenau Gwent call centre returns to council control

    Blaenau Gwent council's emergency out-of-hours service could be brought back in-house less than three years after it was outsourced to save the authority £370,000.

    The council's community alarm and emergency out-of-hours service - which includes call outs for noise nuisance, exposed street lamp wires, and housing repairs - was outsourced to the Forest of Dean council in April 2008 saving Blaenau Gwent £376,369.

    In early 2009 the Forest of Dean announced it was closing its call centre, and the service was given to Worcester Telecare services, but a report due to be delivered to Blaenau Gwent's executive on January 26 says that since the private firm took over the contract, there have been a number of problems with the out of hours service.

  • Government Call Centre Expanded in Malaysia

    The government expanded its 1Malaysia One Call Centre (1MOCC) last month to bring 25 ministries and agencies into the project.

    1MOCC was set up in November 2012 to create a single point of contact for citizens to get in touch with all participating government departments and ministries. The public can use five channels to communicate with the government - telephone, SMS, fax, email and social media.

  • IN: Andhra Pradesh: Poor response from KMC call center irks public

    Grievances lodged through the helpline are being closed without redressal.

    The Kakinada Municipal Corporation call centre is not delivering the services promised at its launch. As part of the Smart City project, officials launched a call centre for the benefit of the public to register complaints and grievances in the corporation limits.

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