COVID-19 SARS-CoV-2
Scope
- Providing full support to manage calls, disseminating information, setting appointments, case registrations, etc.
Challenges
- Volumes of calls
- Sensitivity of issue
Solution
We set up a full fledged operational unit to manage
- Training was conducted for all personnel to ensure they were fully armed with the required information. Included soft skills, processes, co-piloting etc.
- Operations dept with 212 personnel – Emirati and Expats, 10 team leaders and a stringent reporting process to managers
- Quality control using best practices, analysis & monitoring, call-backs to disgruntled callers, complaint management and reporting
- Work Force Management was set up to help prepare, plan, forecast and schedule work flows
- IT department to ensure technology was enabled, with access to client IT team as well
