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September 20, 2012

National Contact Centre Looking for Solutions Due to Increase in Call Overloading

By Oliver VanDervoort, Contributing Writer


Call centers are springing up all over the landscape of the business sector. More and more companies are realizing just how effective customerservice centers and call centers can be when it comes to having happy customers and a healthy bottom line. Of course, businesses are not the only ones who have realized just how useful these particular centers can be. Government entities have also turned to dedicated call centers with highly trained employees to staff them in order to solve all manner of disasteror problem.


These call centers are something that aren’t remotely limited to the United States or North America. The National Contact Centre (NCC) of Bahrain has become incredibly popular in the center’s portion of the world. The NCC actually tallied a record in phone calls over the last week, logging more than 5,000 calls on Monday, September 17 alone. The government has of Bahrain has responded by actually increasing the number of phone lines that are available for the contact center.

The call rates for incoming calls to the NCC have seen a pretty consistently small wait time. Despite a massive amount of incoming calls, the wait time has averaged just 10 seconds until a caller is able to talk to an operator. The NCC having even more lines dedicated to the center will allow that wait time to stay as long as that for as long as possible. The NCC has come close to being completely overloaded with an influx of calls over the last few weeks. 

"The National Contact Centre has never experienced such increase in call volumes in one day, it indicates the importance of the government services which have been previously announced by the launched awareness campaigns as they boost the usage rate of services provided via the NCC," saideGovernment Authority Marketing and Awareness Directorate assistant director Mr. Mohammad Ziad Asfour. The eGovernment agency is the group that maintains the call center for the Bahrain government.

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Edited by Rachel Ramsey



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