Dubai: Smart Dubai earned major global recognition this year when its Smart Dubai Government Establishment contact centre was awarded the ISO 18295 certification, Parts I and II, as well as the CCA Global Certification for Contact Centre Management.
Officials with Smart Dubai said in a statement in late August that the achievement makes the centre the first in the world to receive the ISO certificates, awarded by the Switzerland-based International Organisation for Standardisation (ISO), and the first in the region to receive the latter certificate, awarded by the UK-based Customer Contact Association.
The ISO is an independent, international non-governmental organisation, working to develop unified sets of global standards across various sectors.
The new certificates confirm the centre is meeting a high level of service that is consistent and robust to meet consumers’ needs.
“These certifications awarded to our contact centre are a new achievement to add to Smart Dubai’s already commendable track record,” said Dr Aisha Bint Butti Bin Bishr, director-general of the Smart Dubai Office (SDO).
“This is especially true considering that these certificates are issued by international and distinguished bodies, experts in the development of standards and benchmarks, as well as in customer experience and satisfaction,” Bint Butti said.
