Improving the Beneficiary Experience through the Call Center

Improving the Beneficiary Experience through the Call Center

In line with the Saudi Energy Efficiency Center's pursuit of developing its digital service ecosystem for beneficiaries, this consultation aims to shed light on the Contact Center as a crucial official channel relied upon by the public for direct communication with the Center. This includes inquiries, feedback submission, and requests for technical and guidance support. Through this consultation, the Center seeks to monitor and evaluate the beneficiary experience with this vital channel, focusing on response speed, the quality of information provided, the clarity of procedures, and the efficiency of the solutions offered. The Contact Center serves as the primary point of contact and reflects the Center's image and service quality to beneficiaries. Therefore, understanding user perspectives on this channel is a fundamental step towards enhancing service quality and identifying areas for development based on actual needs. This consultation covers key aspects including waiting times, communication language, procedural smoothness, the clarity of responses, and the speed of escalating reports or tickets to relevant departments. Furthermore, this initiative aligns with the Center's commitment to enhancing user experience within the government sector and keeping pace with national digital transformation policies. This is achieved by providing effective and secure communication channels that enable beneficiaries to quickly access information and appropriate support without complexity. The findings from this consultation will enable the Center to analyze the actual performance indicators of the Contact Center and prioritize improvements based on real-world experiences. Furthermore, the results will contribute to enhancing the service's efficiency and quality, reducing wait times, and increasing overall satisfaction. This will strengthen trust in the Center's digital channels and ensure a smoother and more comprehensive communication experience for all beneficiaries.