Doha, Qatar, Dec 29, 2019 -- Hamad Medical Corporation's (HMC) Nesma'ak customer service centre has achieved Centre of Excellence certification by BenchmarkPortal, a global provider in the contact centre industry.
Maryam Hamad al-Marri, senior supervisor, Nesma'ak Hamad Patient Contact Centre, said caring for all of HMC's patients is a complex undertaking due to the continuous growth and diversification of the country's population.
'Our Nesma'ak contact centre assists over 1.9mn patients each year, including arranging appointments for patient care and answering general inquiries. Our team is a driving force for engaging with patients and improving their experience while being cared for at HMC facilities, said al-Marri.
Reserved for the top 10% of customer care centres surveyed by BenchmarkPortal, the Centre of Excellence certification is based on best practices of customer service and overall performance. Only call centres that demonstrate superior quality, cost, efficiency, and effectiveness metrics receive this designation.
Kassondra Riley, assistant executive director, Hamad Patient Contact Centre and Referral Booking and Management System said the accreditation is a milestone not only because HMC's call centre is the first in Qatar to be accredited by the international organisation, but also because it's an acknowledgment that Hamad has reached a high standard of quality, efficiency, and effectiveness.
'Being the only Centre of Excellence contact centre in Qatar, is an honour and a direct result of a commitment to balancing cost-effective service solutions with best-in-class service performance. Achieving this distinction is a testimony to our staff and the exceptional dedication they have shown to supporting our patients, said Riley.
Sally Haridi, operations manager, Hamad Patient Contact Centre, said her team is extremely proud that their commitment to service excellence has earned this distinguished award for HMC.
'It is the mission of our centre to deliver excellent customer service and to positively assist in ensuring that high-quality care is delivered to all patients. We thank our frontline representatives for the important work they do every day. The certification process was well worth the time and effort. We all take a great deal of pride in this accomplishment and are eager to keep improving our patients' experience, said Haridi.
Posted by Veronica Silva Cusi, news correspondent
About Hamad Medical Corporation:
HMC has been the principal public healthcare provider in the State of Qatar for over three decades, and is dedicated to delivering the safest, most effective and most compassionate care to each and every one of our patients. HMC manages eight hospitals, incorporating five specialist hospitals and three community hospitals. HMC also manages the National Ambulance Service as well as home healthcare, both accredited by Joint Commission International. While HMC continues to upgrade its facilities and services, it has also embarked on an ambitious expansion program, targeting the areas of need in our community.
BenchmarkPortal is the source for Contact Center best practices with our Benchmarking, Education and Consulting services. Our mission is to help you run your center more efficiently and effectively. We are still continually growing our database, already the world's largest, for call center metrics by conducting data drives twice a year to have the most up to date information in the industry.
Published: Monday, December 30, 2019
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