Ministry of Education and Skills Development
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Contact Centre
About 16885

The Ministry of Education and Skills Development can be reached at 16885

VISION

Striving to be a contact centre of excellence in addressing the educational sector customers and stakeholder needs.

MISSION

To provide quality & cost effective service that is accessible to all in collaboration with our stakeholders.

PURPOSE

-To provide information

-To receive /capture feedback   on service

-To provide efficient and reliable access to the ministry

-Action service requests

-Provide the Ministry and industry information to customers

-Capture customer feedback

-To sell the Ministry services to its publics

-Build relationships with customers (Customer relationship Management)

-Identify customer needs and expectations from the Ministry

-Carry out surveys on customer satisfaction

The role is to address among others address issues relating to; teacher transfers, text book orders, salary upgrade for teachers and other employees, sponsorship letters for tertiary students, teacher post allocation, government school allocation, request for loans and grants and to sell the Ministry at large. This will be done by offering the following:

·         Information to students, teachers, institutions, unions and parents on behalf of students.

·         Increase accessibility by providing additional customer contact channel to a centralized hub i.e. Ministry Contact Centre.

·         To receive, capture and analyze customer feedback to develop customer service standards, to improve existing processes.

·         To resolve customer queries and complaints on time.

·         The goal of this document is therefore to develop a Contact Centre model of a Contact Centre which will enable MOESD to provide an efficient and cost effective service delivery.

OBJECTIVES

·         Increased  customer satisfaction

·         Increased efficiency (Talk Time, response time, average speed of answer, abandon rate, no. of contacts to resolution)

·         Reduced the cost of operation

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