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Hong Kong Government Hotline Gets ISO10002 Certification
    2007-06-17 11:40:38     CRIENGLISH.com

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Hong Kong Integrated Call Centre 1823 Citizen's Easy Link enquiry service has become the first Hong Kong Government department awarded the International Organization for Standardization 10002 certification.

The Efficiency Unit has sought to align the center's operational practices with international benchmarks to provide a high-quality service to Hong Kong people and improve its operating model since its launch in July 2001.

The enquiry service has clear and measurable performance standards - less than 10 percent of calls abandoned, more than 90 percent of enquiries resolved at first time of call, more than 80 percent of calls answered within 12 seconds and tracking case progress and reminding departments to take action.

Last year the hotline handled 2.7 million calls, with 2.35 million enquiries and 216,000 complaints.

Liang Tao, CRI News, Hong Kong.

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