BenchmarkPortal Certifies HMC’s Nesma’ak Patient Contact Center as a ‘Center of Excellence’

The Nesma’ak customer service centre of Hamad Medical Corporation (HMC) has recently achieved a ‘Center of Excellence’ certification from BenchmarkPortal.

BenchmarkPortal is a global leader in the contact centre industry, providing benchmarking, certification, training, consulting, and industry reports. The Center of Excellence designation is one of the most prestigious and coveted awards in the customer service and support industry.

Reserved for the top ten percent of all customer care centres surveyed by BenchmarkPortal, the Center of Excellence certification is based on best practices of customer service and overall performance. Only call centres that demonstrate superior quality, cost, efficiency, and effectiveness metrics receive this designation.

Kassondra Riley, Assistant Executive Director of Hamad Patient Contact Center and Referral Booking and Management System, said the accreditation is a milestone not only because HMC’s call centre is the first in Qatar to be accredited by the international organisation, but also because it’s an acknowledgment that Hamad has reached a high standard of quality, efficiency and effectiveness.

Being the only Center of Excellence contact centre in Qatar is an honour and a direct result of our commitment to balancing cost-effective service solutions with best-in-class service performance. Achieving this distinction is a testimony to our staff and the exceptional dedication they have shown to supporting our patients.’

Sally Haridi, Operations Manager at Hamad Patient Contact Center, said her team is extremely proud that their commitment to service excellence has earned this distinguished award for HMC.

It is the mission of our Contact Center to deliver excellent customer service and to positively assist in ensuring that high-quality care is delivered to all patients. We thank our frontline representatives for the important work they do every day. The certification process was well worth the time and effort. We all take great pride in this accomplishment and are eager to keep improving our patients’ experience.’

According to Maryam Hamad Al Marri, Senior Supervisor of Nesma’ak Hamad Patient Contact Center, caring for all of HMC’s patients is a complex undertaking. The contact centre assists over 1.9 million patients each year, arranging appointments for patient care and answering general inquiries.

Thomas Reimann, Executive Director of Healthcare Coordination and Support Services at the HMC Ambulance Service, and which operates the contact centre, called the certification an important distinction because it is based on best-practice metrics. He said that the achievement affirms their ability to deliver a service that is both efficient and effective.

Patients can reach Nesma’ak via 16060, seven days a week, or via email at [email protected].