Emirates Health Services Wins Best Call Center Award in Middle East Healthcare Sector
Emirates Health Services (EHS) has been honored with the "Best Call Center" award in the healthcare sector at the 2024 Insight Middle East Call Center Awards. This accolade recognizes EHS's dedication to delivering an exceptional customer experience, driven by innovative technologies and solutions tailored to meet client needs, ultimately enhancing satisfaction and accessibility to healthcare services.
H.E. Dr. Abdulaziz Al Zarooni, Acting Executive Director of the Financial Sector and Support Services at EHS, expressed pride in this achievement, stating: "This award is a testament to our commitment to the highest standards of service quality. It reflects our ongoing efforts to develop our call center into a state-of-the-art platform that ensures rapid response to customers’ needs while boosting operational efficiency and satisfaction. This achievement serves as a catalyst for further enhancing service excellence and efficiency, aligning with EHS’s vision of becoming a leader in healthcare services. It also supports the goals of the UAE’s “We the UAE 2031” vision.
Ahmed Alsuwaidi, Director of Customer Happiness at Emirates Health Services, highlighted the significance of the award: "Winning this recognition highlights the dedicated efforts of our team to offer an extraordinary customer experience. The call center is a core component of our strategy to deliver high-quality, efficient services around the clock through multiple communication channels, ensuring seamless and smart solutions that elevate customer satisfaction."
Operating 24/7, the EHS call center provides three main communication channels: a toll-free hotline (8008877), email (info@ehs.gov.ae), and live chat, available in Arabic, English, and Urdu.
Thanks to an ambitious digital transformation strategy, the center has achieved a 100% digitalization rate for priority services. Customer satisfaction stands at 94%, with service quality rated at 96%. Over the past year, the center has handled more than 24,000 emails and facilitated 53,853 live chat sessions, marking a significant increase from 36,888 chats during the same period last year—reflecting a notable shift toward digital channels.
The Insight Middle East Call Center Awards is an annual platform that celebrates excellence and innovation in call center operations across the region. Known for its stringent criteria, the awards highlight the dedication of organizations to delivering exceptional, customer-centric services.
