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Customer Service Centre Development Procedures

  1. Customer Service
  2. Customer Service Centre Development Procedures
Customer Service Centre Development Procedures
Key Action Expected Outcome Due Date
Increase customer satisfaction from 55% to 70% by end of 2025 1. Employee Development 2. Service Re-engineering Regular training, updated knowledge base, performance review Simplify processes, reduce waiting time, digitize services Satisfaction ≥ 70%, 90% calls answered in 20 sec, 100% trained All services online (100%) Faster, more efficient serviceBetter interaction & streamlined processesHigher staff competence & improved experience Reduced processing time & enhanced accessibility Transparent progress tracking 24/7 convenience & efficiency
31 December 2026 Continuous throughout the year Quarterly 
Monthly and quarterly assessment 
Sep-26
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