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ABU DHABI, 13th March, 2023 (WAM) — Abu Dhabi Pension Fund has successfully used the Abu Dhabi Contact Center channel to become a top entity among other government agencies in the emirate.
According to the Abu Dhabi Digital Authority’s 2022 report, the fund ranks best in the category of institutions receiving more than 15,000 cases and transactions per annum through the government-joint client relationship management system for achievement and client satisfaction indicators.
The Fund’s efforts to differentiate client service have resulted in advanced performance metrics, achieving 100% in five metrics: Acceptance Index, Classification Index, Closure Deadline Compliance Index, Response Accuracy Index, and Cases Backlog Index At the same time, the customer satisfaction of the closed case reached 81%.
Abu Dhabi Pension Fund serves different categories of clients through multiple channels, the most important of which is the Abu Dhabi Contact Centre, which aims to strengthen the joint efforts of the government, as well as the digital service service platform provided by the Unity Government of Abu Dhabi TAMM, through which the fund provides services to civil and military pensioners and active members.
The fund also provides services to entities and self-employed persons through its official website, in addition to answering customer inquiries through different channels, including an e-chat service on the “Ask Rashid” website, and the fund’s official accounts on social media.
Khalaf Abdullah Rahma Al Hammadi, Director General, Pensions, Abu Dhabi Pension Fund, confirmed that the fund was ranked number one in the Abu Dhabi Government Contact Center channel, adding to its track record of achievements over the past few years, stressing that the achievement was due to the team’s largest Hardworking, eager to compete and be at the top of the list of government service providers in Abu Dhabi.
Al Hammadi added: “The Fund’s leading position in the Abu Dhabi contact center channel reflects the professionalism of the customer support team in handling customer inquiries and observations in a timely and accurate manner. We believe this new achievement is the result of a collective effort by the team , according to the approved internal indicators, which was done in cooperation with various relevant departments of the fund.”
Al Hammadi emphasized that the Fund strives to enhance the experience of clients receiving pension services by setting clear indicators to ensure the accuracy and speed of handling client cases in order to increase their satisfaction, and stressed that the Fund will continue to work hard to improve its services for all categories of services provided by customers.
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