The Ministry of Human Resources and Emiratisation (MoHRE) in the UAE has announced a notable rise in customer interactions through its Tawasul system.
In the first half of 2024, the system logged around 30 million interactions, marking a 61 percent increase compared to the same period in 2023.
Tawasul’s digital channels
The Tawasul system provides 14 digital customer service channels, including a call centre, WhatsApp chat, live chat, email, and social media platforms. These channels aim to deliver efficient, secure, and transparent services to customers.
“The Tawasul system aligns with the strategy of the Ministry of Human Resources and Emiratisation to address customer needs, offer support and prompt responses, and enhance compliance with labour market regulations, guided by dependable answers to questions and enquiries,” said Hussain Alaleeli, Director of Customer Relations at MoHRE.
The ministry’s call centre managed nearly 945,000 phone interactions in the past six months, achieving a customer satisfaction rate of 91 percent and a service quality rate of 85 percent.
Furthermore, the Tawasul system recorded over 459,000 interactions through digital communication channels and more than 2,600 responses on social media.
The MoHRE also introduced a preferential services package in September 2023, which handled 40,000 interactions in the first half of 2024. This premium service offers priority in answering calls and completing transactions.
As part of its outreach initiatives, the ministry conducted 23 Customer Councils, attended by 3,500 customers, and sent approximately 24 million messages and notifications regarding campaigns and programmes during the first half of 2024.
