• 12/29/2019

    Hamad Medical Corporation’s (HMC) Nesma’ak customer service center has achieved Center of Excellence certification by BenchmarkPortal. BenchmarkPortal is a global leader in the contact center 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 centers surveyed by BenchmarkPortal, the Center of Excellence certification is based on best practices of customer service and overall performance. Only call centers that demonstrate superior quality, cost, efficiency, and effectiveness metrics receive this designation. 

    Ms. Kassondra Riley, Assistant Executive Director, Hamad Patient Contact Center and Referral Booking and Management System said the accreditation is a milestone not only because HMC’s call center is the first in Qatar to be accredited by the international organization, 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 center in Qatar is an honor and a direct result of a 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,” said Ms. Riley.

    Ms. Sally Haridi, Operations Manager, 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 a great deal of pride in this accomplishment and are eager to keep improving our patients’ experience,” said Ms. Haridi.

    Ms. Maryam Hamad Al Marri, Senior Supervisor, Nesma’ak Hamad Patient Contact Center, said caring for all of HMC’s patients is a complex undertaking due to the continuous growth and diversification of the country’s population.
    “Our Nesma’ak contact center assists over 1.9 million patients each year, including arranging appointments for patient care and answering general inquiries. Our team is a driving force for engaging with patients and improving their experience while being cared for at HMC facilities. I am proud of our staff for receiving this honor,” said Ms. Al Marri.

    Mr. Thomas Reimann, Executive Director of Healthcare Coordination and Support Services at HMC’s Ambulance Service, which operates the Contact Center, called the certification an important distinction because it is based on best-practice metrics.

    “This achievement confirms our call center’s ability to deliver a service that is both efficient and effective. The support our team provides to our patients is something we are proud of and recognition like this re-affirms HMC’s commitment to delivering world-class care,” said Mr. Reimann.

    Patients can reach Nesma’ak on 16060, seven days a week, or via email at nesmaak@hamad.qa.