In the last 18 months, the NCC has received over 165,074 calls in total and has responded to an average of 94% of these calls (154,842 calls till 22 Feb 2011). This rate of service makes it one of the top performing contact centres in the region.
As per current statistics, calls peak between 8AM and 2PM during weekdays, i.e. normal working hours for a ministry in Bahrain, even though the contact centre is open 24 hours 7 days a week.
The Average Handle Time (AHT) for a call is three minutes 34 seconds, for citizen calls about a vast range of government services fast and efficient. AHT is used globally to measure the total average amount of time a call centre agents spends talking and in post call work in relation to a call.
“I am very proud of my team. They’ve delivered some outstanding results in the past year alone. Since it has gone live, the National Contact Centre has never gone offline. The centre, based in Manama, provides consistent, efficient and dependable customer service to the general populace of Bahrain. The NCC has helped improve services offered by the government of Bahrain for its citizens by offering around the clock services seven days a week,” Joe Tawfik, CEO, Silah, said.
“Serviced by 60 Bahrainis with women making up 48% of the team, the NCC is a great career booster for young adults. Conscious of the fact that we represent the government of the Kingdom, we maintain a consistent quality score average of 92%,” Nada Al Gassab, General Manager, Silah, said.
The NCC currently provides over 300 services on behalf of government agencies including eGovernment Authority, Ministry of Housing, Ministry of Culture’s Tourism Sector, Ministry of Human Rights and Social Development and Ministry of Industrial and Commerce Bahrain investment Centre amongst others.
Launched on 5 September 2010 under patronage of HH Shaikh Mohammed bin Mubarak Al Khalifa, Deputy Prime Minister and Chairman of the Supreme Committee for Information and Communication Technology, NCC is the official call centre for the government of Bahrain.
Silah is a joint venture between UK-based Merchants and the eGovernment Authority of Bahrain.