MoF Call Centre Achieves Record Performance in 2024

UAE, 17 January, 2025 : The Ministry of Finance (MoF) call centre has delivered exceptional results in 2024, surpassing expectations in customer satisfaction and service quality. This performance underscores the Ministry's commitment to efficient service delivery and enhancing the customer experience.

Exceeding Targets Across Metrics
Key performance indicators showed notable improvements, including processing 97.10% of requests on the first call, well above the 90% target. The average call response time was 14 seconds, exceeding the 20-second goal, while 100% of calls were answered immediately. Customer happiness rose to 96.79%, surpassing the 93% target.

Driving Government Efficiency
H.E. Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, highlighted the centre's role in supporting MoF’s vision for exceptional service delivery. "The centre’s achievements reflect our efforts to enhance communication and adopt practices that truly serve our customers," he stated.

Enhanced Call Management
The call centre maintained an average call handling time of 4.36 minutes, outperforming the 5-minute target. It also achieved an 88.40% success rate in answering calls within 20 seconds and reduced abandoned calls to 1.85%, far below the 5% target.

Boosting Digital Interaction
Live chat interactions increased significantly, handling 4,447 enquiries, an 88.6% rise from the previous year. While email enquiries dropped, smartphone and web-based interactions grew, reflecting a shift towards more digital communication.

AI-Powered Advancements
Under its Service Development Model Services 2.0, MoF has integrated artificial intelligence to enhance customer engagement. AI tools now provide instant responses to common queries and facilitate seamless routing of complex enquiries, improving efficiency and satisfaction.

Real-Time Performance Monitoring
The Ministry introduced smart screens linked to its data lake, offering real-time insights into performance and enabling data-driven decision-making. These tools ensure challenges are addressed proactively and services remain innovative and effective.

The MoF call centre continues to bridge the gap between the Ministry and its customers, delivering top-tier government services and reinforcing its leadership in service excellence.