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NWC signs agreement for management and operation of its unified call center

In pursuit of customer satisfaction, the National Water Company (NWC) signed an agreement with the Contact Center Company (CCC) to manage and operate NWC's unified call center in accordance with its developmental strategy that aims to unify operations and engineer procedures related to customer services across the Kingdom. This agreement is part of the company's efforts to enhance performance and customer services via improving operations and communications.

The agreement, which aims to provide the best care to customers, has been signed by Eng Mohammed bin Ahmed Al-Mowkley, CEO of NWC, and Mr. Abdullah Al-Zahrani, CEO of CCC. The scope of work may be expanded later to include social media channels, email and the e-channels of the company in line with the initiatives for the NTP2020 and the Vision 2030 to achieve sustainable digital and communication services.

The company is committed to providing communication solutions that can be developed in accordance with the best practices as well as to developing its customer care center (the unified call center) professionally to meet customers' expectations, said Al-Mowkley. To enable its customers to communicate easily, NWC is keen on providing communication and digital access to all its services via applying its strategy in managing the communication tools, researching developmental solutions and adopting the best practices in the industry.

The CEO added that the first phase of the agreement covers Riyadh, Makkah, Jeddah, Taif and Jazan; all other regions will be covered one by one in line with the company's plans to unify and improve service portals nationwide.

It is noteworthy to mention that the company is currently working on many other developmental projects and programs for improving the services NWC offers to customers via utilizing electronic systems that boost the transformation to digital services.