Qatar Charity (QC) has introduced an automated interactive voice response system at its customer service centre to answer incoming calls, provide instructions to customers, and manage donor relations professionally.
The service, a first-of-its-kind at the level of charities in the region, came to enhance QC’s communication with relevant individuals and organisations.
According to QC, this system enables customers to service themselves directly by selecting the appropriate options to inquire about their contributions (sponsorships or projects), complete donation processes and receive reports automatically.
QC also introduced the fully automated telephone payment service, which allows donors to make payment online through a phone.
This system also guides them how to make their payment safely by credit cards without the need for a customer service employee.
QC maintains the highest level of confidentiality, meeting the ISO standards in this regard.
If a donor inserts his card information incorrectly, he is given another opportunity to re-enter such details.
Then, he receives a special ‘thank you’ message once the donation process is completed.
In case the process was not successfully completed, then the donors’ call is automatically transferred to a customer service employee to complete his donation process.
The service has many important features that facilitate easier and faster donation by selecting options such as donation area, amount, and other options.
The donor can also contact by phone at any time and from anywhere in the world to make a contribution.
This system is also an important administrative step towards monitoring and controlling the quality standards of the customer service staff, helping QC improve its services.
Earlier, QC launched several e-services, including “home collector”, through which contributions are received from donors while they are at their places.
Benefactors can also make their contributions through QC’s website, mobile apps, and at its headquarters, branches and collections points.
The service, a first-of-its-kind at the level of charities in the region, came to enhance QC’s communication with relevant individuals and organisations.
According to QC, this system enables customers to service themselves directly by selecting the appropriate options to inquire about their contributions (sponsorships or projects), complete donation processes and receive reports automatically.
QC also introduced the fully automated telephone payment service, which allows donors to make payment online through a phone.
This system also guides them how to make their payment safely by credit cards without the need for a customer service employee.
QC maintains the highest level of confidentiality, meeting the ISO standards in this regard.
If a donor inserts his card information incorrectly, he is given another opportunity to re-enter such details.
Then, he receives a special ‘thank you’ message once the donation process is completed.
In case the process was not successfully completed, then the donors’ call is automatically transferred to a customer service employee to complete his donation process.
The service has many important features that facilitate easier and faster donation by selecting options such as donation area, amount, and other options.
The donor can also contact by phone at any time and from anywhere in the world to make a contribution.
This system is also an important administrative step towards monitoring and controlling the quality standards of the customer service staff, helping QC improve its services.
Earlier, QC launched several e-services, including “home collector”, through which contributions are received from donors while they are at their places.
Benefactors can also make their contributions through QC’s website, mobile apps, and at its headquarters, branches and collections points.
