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Thursday, 30.05.2024
eGovernment Forschung seit 2001 | eGovernment Research since 2001

Call Center

  • India: Rural mobile telecom subscribers

    Government have set a target to achieve 80 million rural subscribers by 2010. Department of Information Technology has embarked upon a programme of setting up 100,000 Community Service Centres (CSCs) to cater to e-governance requirements of 600,000 villages in the country in a phased manner.

  • India: Uttar Pradesh: Body to monitor e-governance service centres in state

    The state government has constituted a committee for the smooth functioning of Common Service Centres (CSCs).

    The 13-member committee headed by principal secretary (electronics department) and the chief executive officer of Centre for e-Governance (CEG) will regularly hold its meetings at least once every month.

    A government order has been issued in this connection by the Department of Information Technology and Electronics on Monday.

  • Jordan: Call centre offers short cut to gov’t services

    To check on your application for a job vacancy at the Civil Service Bureau (CSB), you do not have to go through the hassle of turning up personally at CSB's headquarters and standing in a long queue.

    All what you need to do is to call the National Contact Centre (NCC) for Government Service on 065008080 and you will get the information you need within minutes.

  • Jordan: Call centre to handle citizens' complaints

    In a bid to improve and expedite public sector services, a call centre was launched Sunday to receive complaints and suggestions regarding the performance of public entities.

    The centre, which is directly connected with liaison officers at the country's 130 ministries and public entities, enables citizens and non-Jordanians living in the Kingdom to lodge complaints and comment on any services provided by public entities.

  • LK: Government Info Centre received 1.3 mln calls in 2010

    Sri Lanka's Government Information Centre (GIC) call centre, a part of the e-Sri Lanka initiative, is being used as a "digital intermediary" by citizens that are usually categorised as being at the "bottom of the pyramid" in terms of their earnings.

    These people are said to favour calling GIC's 1919 telephone number for information on access train schedules, foreign employment opportunities, crop prices, etc. It has also resulted in GIC having received over 5 million calls so far, including 1.3 million calls in total in 2010 and 1.5 million calls expected by end-2011, according to Wasantha Deshapriya, the Programme Head for the Re-engineering Government unit at Sri Lanka's Information and Communication Technology Agency (ICTA), the organisation overseeing GIC.

  • National Contact Centre to Create 200 Jobs for Bahrain Nationals

    The government plans to create 200 more jobs for the nationals with the establishment of National Contact Centre, worth BD109,500. Most of these jobs are expected to be filled by women candidates.

    The first-of-its-kind centre will be run by the Bahrain e-Government Authority. It aims to improve public access to government departments by providing a range of services under one roof — including information on office locations, document requirements, government procedures, laws and visa regulations, among other things, a statement highlighted last week.

  • New contact centre firm launched in Bahrain

    Bahrain has launched a company that will offer contact centre services to public and private sectors and will also operate the National Contact Centre, which provides eGovernment’s integrated services.

    Silah Gulf is an addition to the other service delivery channels including the national portal (, the mobile gateway and the eServices centres.

    Silah Gulf is one of the leading initiatives for the Bahrain government towards contributing to the national economy to develop employment opportunities for Bahrainis.

  • Nigeria: Federal Road Safety Commission automates system, builds data call centre

    The Federal Road Safety Commission says it has built a new data call centre to improve its efficiency.

    Unveiling the system on Thursday in Abuja, the Corps Marshal Mr. Osita Chidoka, said that the move was to complement and adapt the Federal Government’s e-government policy.

  • NRW: Stadt Mülheim an der Ruhr bietet noch mehr Bürger-Services

    Die Stadt Mülheim an der Ruhr und der IT-Dienstleister MATERNA GmbH haben gemeinsam das Konzept für ein kommunales Kommunikations-Center entwickelt. Zum 1. Juli 2004 nimmt das Center, das für eine schnelle Beantwortung der Bürgeranfragen sorgt, seinen Betrieb auf. "Für die Konzeption haben wir uns professionelle Unterstützung von MATERNA geholt", so Hans-Theo Horn, Dezernent für Personal, Schule, Jugend und Kultur bei der Stadt Mülheim an der Ruhr.
  • PH: Negros Occidental to benefit from call center boom

    Governor Alfredo Marañon, Jr. expressed elation over recent reports made by international news networks on Friday saying that the country is now the "call center capital of the world".

    The British Broadcasting Corp. and the Cable News Network rendered a series of features recently citing the 30 to 35 percent growth of the country's Information and Communications Technology-Business Process Outsourcing (ICT-BPO) sector, compared to India, which used to be the call center capital, shrunk to an all-time low of only between 10 to 15 percent.

    The same reports indicated that most American firms prefer the Philippines as destination of locators because the country is the second biggest English speaking nation after the US.

  • PH: Subic woos call centers to locate in its excellent facilities

    The Subic Bay Metropolitan Authority (SBMA) is enticing call centers to locate in this free port, trumpeting its excellent facilities for business process outsourcing (BPO) operations.

    In an assembly meeting of the Business Processing Association of the Philippines (BPAP) and the Contact Center Association of the Philippines (CCAP), SBMA Chairman Roberto Garcia expressed optimism that Subic Bay will become the next place to be for information and communication technology (ICT) businesses in the country.

  • Planning for your government call centre

    When planning to set up a new call centre, government agencies should focus on the ‘Who? What? Why?’ and not the ‘How?’.

    The common problem I find that hinders government departments when trying to build their call centres is that everyone wants to immediately know HOW. “How will we do this …. How will we do that … How will the technology work …How, How How.”

  • South Africa: Gauteng to pay Dialogue next year

    The Gauteng government still owes Dialogue Holdings R105 million, after canning a provincial call centre contract run by the Gauteng Shares Service Centre (GSSC).

    The provincial government recently stopped the outsourced contract, terminating the agreement two years early, after deciding to move the functions in-house under the auspices of the Department of Finance. The decision was the result of a “reprioritisation” process within government.

    However, government's move resulted in the contract with Dialogue subsidiary Sibize Calling International, being canned. As a result, Sibize itself is likely to close down, because Gauteng was its largest customer.

  • UAE contact centre records 200,000 cases

    The Abu Dhabi’s Government Contact Centre, an initiative under the ambitious Abu Dhabi e-Government programme, has reported a major milestone by registering more than 200,000 cases in 2012.

    Marking its 5th year of providing a convenient, direct access between the people and the government this 2013, the contact centre is in the midst of implementing a phased approach towards significantly expanding its capabilities to accommodate various inbound and outbound communication and collaboration, a statement from the centre said.

  • UAE: Department Of Islamic Affairs Joins Dubai eGovernments Ask dubai Service

    Becomes 16th Government Department To Join The Unified eGovernment Call Centre

    Dubai eGovernment has announced that the Dubai Department of Islamic Affairs and Charitable Activities (DICD) has become the 16th government department to join the AskDubai service, an initiative that facilitates interaction between the government and its public through a single point of contact. Through the AskDubai call centre, the public can initially enquire about prayer timings for any day or month, and in future will also be able to enquire about various services offered by DICD.

  • UAE: Department of Tourism and Commerce Marketing joins Dubai eGovernment’s AskDubai service

    Becomes 16th government department to join the unified eGovernment call centre 700040000.

    Dubai eGovernment has announced that the Department of Tourism and Commerce Marketing (DTCM) has become the 16th government department to join the AskDubai service, an initiative that facilitates interaction between Dubai government and its public through a single point of contact.

  • UAE: Dubai eGovernment felicitates its best performing call centre agents

    AskDubai offers multi-channels for customers, including telephone, fax, email and internet chat

    Dubai eGovernment today (Monday, April 21, 2008) organised an award ceremony to honour 15 of its best performing call centre agents, in recognition of their commitment to maintaining the highest quality and efficiency standards while responding to customer requests.

  • UK: Call centres may save councils £500 million if used right, says new research

    New research commissioned by IT firm APR Smartlogik has said local authorities could save over £500 million per year by giving call centre agents access to intranet-based information and bringing call handling efficiency into line with the private sector average standards.
  • UK: Camden uses new CRM system to help customer service centre

    London Borough of Camden a new customer relationship management (CRM) system, as an essential component in the development of the council’s customer service centre.

    The Lagan Frontline solution has been procured in conjunction with Specialist Computer Centres (SCC).

    Recognising that improved customer satisfaction is important, the council established Serving Camden. This programme aims to improve the experience that all council customers – whether citizens or business users - have when they contact the council by putting them at the centre of what the council does.

  • UK: Contact Centres – A Catalyst for Change

    A contact centre which helps residents with their planning enquiries has won South Gloucestershire Council a national commendation for improving overall service delivery.

    Caron Bentley of the Council's Business Improvement Team highlights how the planning contact centre is driving through wider changes in service delivery across the local authority.

    South Gloucestershire Council recently received a special commendation from the judges of the Innovation of the Year Award, sponsored by the Professional Planning Forum, an independent industry body who support effective resourcing and planning in the contact centre industry. The award process is open to both Private and Public sector organisations and this year saw a record of five Councils reaching the finalist stage.

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