Over 217,000 phone calls received by GPSSA’s call center in 2023
Abu Dhabi, 27th February 2024 - The number of phone-call inquiries received by the call center at the General Pension and Social Security Authority (GPSSA) soared by a whopping 120 per cent during the past three years, with over 217,000 phone calls received during 2023, affirmed Sharifa Al Blooshi, Customer Happiness Department Head.
In order to control the situation, and as part of the ‘We the UAE 2031’ to improve user experience and provide seamless services to customers, the number of customer service representatives at the GPSSA went from eight employees to 29. The surge in phone calls is due to an increase in inquiries regarding Emirati employees working in the private sector as part of the NAFIS program - a federal program launched in September 2021 to empower Emiratis to occupy jobs in the private sector, thus to help accelerate UAE’s development and boost its economy.
A further increase in phone calls was particularly evident after the recent implementation of Federal Law No. 57 of 2023 regarding pension and social security, which applies to all Emiratis who have been employed after 31st October 2023 across federal, government, and private sector entities in Dubai, Ajman, Ras Al Khaimah, Fujairah, and Um Al Quwain, as well as private sector employees in Sharjah. The law was specifically introduced to offer Emiratis employed in the private sector equal rights to those employed in the federal and government sector.
“Most of the phone calls are from employers or new entities who inquire about how and when to register with the GPSSA, while other calls are from Emirati working in different entities, particularly in the private sector, which falls under the umbrella of the new pension law, in addition to the current law, which is still applicable to Emiratis who have been employed prior to 31st October 2023,” said Al Blooshi.
GPSSA’s call center currently receives more than 300 calls per day, with an average of 3.5 minutes spent on each call, indicating that the waiting time for other callers is approximately three minutes.
According to GPSSA’s data, there were 77,718 phone calls received in 2020, 76,276 in 2021, 82,622 in 2022 and 217,261 in 2023.
It is worth noting that GPSSA’s call center consists of a call control monitoring screen that offers real-time data for incoming calls distributed amongst call center representatives, which encourages timely and proficient assistance for customers. Additionally, a ‘call back’ option is available for customers who wish to be contacted later.
As part of its quest to introduce proactive services to its customers, the GPSSA is in the midst of introducing an automated response program for callers via the support of a virtual assistant, alongside artificial intelligence solutions that will support in elevating the overall customer care and experience.
“Since statistics indicate that as little as 20 per cent of our pensioners and beneficiaries are comfortable using smart services, the GPSSA makes every effort in encouraging customers to get comfortable with using electronic services so that they can independently calculate their contribution value depending on the years of employment, pension or end-of-service benefits, purchase of service and many things, that is exactly why we make it a point to ensure iPad’s are present in all of GPSSA’s customer happiness centers,” concluded Al Blooshi.
