The 1823 Call Centre of the Hong Kong government's Efficiency Unit acts as a single point of contact for handling public inquiries and complaints on behalf of many government departments. 1823 operates round-the-clock, including during Sundays and public holidays. Each year, it answers about 2.65 million calls and 98,000 e-mails, including inquiries, suggestions and complaints.
Discover how The Call Centre makes sense of compaints management, spot emerging trends and public concerns, and produce high-quality complaints intelligence for the departments they serve."
Please complete your details to download the case study.