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COVID-19 SARS-CoV-2

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