Muscat Call Center Receives 16 thousand Calls In 2022 And Completes 98%
The Muscat Municipality Call Center is one of the most important units of the administrative entity of Muscat Municipality; due to the importance of the roles assigned to it, as it acts as a direct link between the municipality and the local community, making it an interface for Muscat Municipality, and a direct line of contact regarding all inquiries about municipal services.
During 2022, the number of calls received through the call centre in Muscat Municipality amounted to more than 81 thousand calls, and the number of received reports reached more than (16 thousand) reports with a completion rate of 98% compared to the total received reports.
Engineer Khawla al-Mamariya who is a director of the Communication Center in Muscat Municipality, explained: โone of the most important roles of the centre is to receive calls from the public, respond to all inquiries, receive complaints and reports via social networking sites and the Baladiyyeti application; therefore, work is constantly being done to update the systems and programs used in order to raise the efficiency of the service provided for the benefit of the overall performance level of the institution.
Engineer Khawla continues by saying "all the data received by the centre are followed up, and work on analysing them to come up with bulletins and statistical reports that help in drawing up a constructive action plan, in addition to monitoring the quality of service provided by the centre through the performance measurement team of the centre, which in turn listens to calls and assesses their quality".