Doha: Director of Qatar 2022 Contact Center Khalid Al Jumaily said the centre had received nearly half a million phone calls and more than 300,000 emails since its launch last March, related to the FIFA World Cup Qatar 2022.
Al Jumaily said that Qatar 2022 Contact Center - located at the Ministry of Communications and Information Technology - was concerned with serving the World Cup fans before their arrival in Qatar and during their presence until the time of their departure.
He pointed out that this centre was launched in March in cooperation with the Government Communication Center of the Ministry of Communications and Information Technology, and was initially concerned with serving the fans and answering questions regarding Hayya card for fans.
He explained that the center covers five main sectors related to the tournament: Hayya card, transportation, housing, events and match tickets sector in the form of support for FIFA. It also offers its services to the fans in 8 different languages: Arabic, English, French, German, Spanish, Chinese, Portuguese and Hindi.
Al Jumaily pointed out that the centre receives, on a daily basis, about 30,000 calls, whether by phone or e-mail.
He said, “We are open to receiving all complaints related to Hayya card and solving them with 94 percent of the first contact, and we are ready to solve all kinds of problems that the fan may encounter, and we consider it an opportunity to serve the fan in the best possible way.”
He indicated that the employees at the center receive calls in various languages and from various communication channels and they amounted to 750 employees of different nationalities. He said that the focus during this period is on the Arabic and English languages, followed by Spanish, French, German, Chinese and Hindi.
He added that the Qatar 2022 Contact Centre operates 24 hours a day, seven days a week, and employees are available at all times and are distributed over many periods according to the number of calls.
He continued, “We launched the chatBot and WhatsApp service on the website and on WhatsApp, which enables the fans who communicates with us to see the automatic response and answer various inquiries.”
He said that despite the great pressure the centre was facing, it was able to resolve 94 per cent of the communications received from the first call, and it did not require re-calling a second time to resolve it. It is a very high rate, noting that only 6 percent of the calls needed to be answered from the second call.
With regard to the training that the centers employees underwent, Al Jumaily said, “The employees first underwent training related to the technological aspect and how to deal with fans, and then they underwent extensive training on how to deal with the inquiries expected to be received, whether related to Hayya card, the telecommunications sector, transportation, or events accompanying the tournament or even the housing sector.”
He added, “We are talking about different periods. The first period, in which we received extensive calls about the Hayya card and housing, and once the fans arrive in Qatar, the focus will be on aspects related to matches and aspects related to accompanying events and transportation points.”
He explained that the staff of the Supreme Committee for Delivery & Legacy is available round the clock with the centre staff to help them solve any difficulty outside the powers of the centre’s staff.
He said, “We have great confidence in the call centre employees through the information they were provided with, which enables them to solve all the problems they encounter quickly, so we see that the percentage of problem-solving from the first contact amounted to 94 per cent, and this is very excellent.”
To conclude, Al Jumaily said, “There is communication between the centre, the Ministry of Municipality, Ministry of Public Health and Ministry of Interior.”
He indicated that various sectors and ministries mainly serve the public, and there is a link, communication and cooperation between all, and he believes that it will cover all the needs of the fans during the World Cup.
Source: QNA
