The goal was to serve our clients in a perfect way by enabling better communication among clients, customer service employees and decision makers in our organization, gaining an understanding of clients’ needs and helping us resolve their problems related to our social insurance system.

Preparing and establishing the Call Centre involved:

• recruiting suitable employees;
• training employees in communication skills, on all social security laws and legislations and how to implement them, in how to use computers, the Internet, databases and other programmes, and how to work in a team;
• identifying a location that would help employees to do their work;
• purchasing equipment.

The Call Centre was opened in May 2009 and is divided into two sections providing two main services:

• receiving and recording telephone calls and answering clients’ questions;
• receiving clients and answering their complaints.

Results:

• social insurance services have been developed using modern communications and Internet technology, which has helped to minimize problems;
• increased employee productivity;
• customer service sections have been developed in our organization’s governorates (organization’s areas in Egypt);
• clients’ suggestions helps us solve their problems.