Ejadah announced the selection of its Customer Experience Department for the finals in the Customer Centricity World Series 2021 awards for 6 categories.
Ejadah was chosen from 300 worldwide entries for the categories of Complaint Handling, Customer Insight & Feedback VOC, Customer Centricity in B2B, Customer Experience Team and Contact Centre.
Tarek Nizameddin, Senior Executive Director at Ejadah commented: “We live by the rule of turning passion into performance at every stage of a Customer lifecycle. Our transformation from a mere help desk to a fully-fledged customer experience team, within 2 years, speaks volumes. Our goal is to be the best in class by exceeding customer satisfaction, delivering automated solutions for enhanced efficiency, and continuously striving for excellence in all projects we take part in”.
In 2020, Ejadah’s CX team has achieved an SLA of 94%, with customer retention scaling to 96%. Throughout the year, Ejadah has won various accolades, one of the most coveted being the “Contact Centre of the Year 2020” at the Gulf Customer Experience Awards. These winnings reflect Ejadah’s commitment to delivering a highly specialized and high tenured multilingual Customer experience team that offers 24/7 support to customers in all communities it serves. This is supported with the mind-set of serving efficiently, at high speed, and reduced costs, while operating as a one-stop route for all emergencies, ensuring exceeding customer expectations.
Ejadah has geared itself with a passion to be the best in class, taking up initiatives to further strengthen the fundamentals of customer centricity. Such initiatives focused on core areas that lead to a comprehensive customer experience. The initiatives included feedback VOC & Customer insight collected through regular client meetings and customer-centricity workshops, which was eventually translated by Ejadah’s internal CX team to on-site enhancements. Initiatives also encompassed Customer Centricity CC workshops which nominate CC champions in all sites who implement a CC train and trainer approach to continuously listen to customers and act on the feedback. This initiative has proven to be popular among the clients and is evaluated using metrics like the Net Promoter Score NPS and Customer Satisfaction Score CSAT. Another initiative involved CX team’s successful boosting of CX across the organization through regular workshops and training sessions that emphasised to all departments the importance of NPS and CSAT metrics.
Ejadah’s team has successfully optimized outbound call campaigns whereby automated Client satisfaction surveys were conducted and eventually led to better customer experiences. The automated calls also increased CX agents’ efficiency and ability to handle inbound and outbound calling. Campaign analytics through the integration of AI into data analytics were also performed, thus leading to better strategies and automated responses throughout all channels. Finally, the train, track, transform initiative provided robust training and coaching programs, which offer training certifications, on an e-learning platform called the ADVANZ. The platform enables progress tracking, promoting a culture of excellence especially within the CX department. This resulted in improved KPIs, lower attrition rates, and in-turn improved overall customer satisfaction.
Biju Nair, Head of Customer Care at Ejadah added: “Customers and Employees are at the heart of everything we do. We are Happy to Help at any time to ensure our customer smiles! At a time of uncertainty in the FM industry, we pioneered to provide the best-in-class services by ensuring 24/7 support through remote work which was implemented within a day before the lockdown in the UAE.”
Ejadah Customer Service has also provided proactive support for Covid-19 related queries to all Ejadah’s employees and were able to engage employees with 76 training sessions, workshops, and various employee welfare programs that were conducted virtually during the year.