Our New Fault Call Centre

Our 24-hour Fault Call Centre provides round-the-clock hotline services to our customers.

Earlier this year our new Fault Call Centre came into operation, providing one-stop services for fault reporting, customer enquiries and complaints, on our EMSTF Hotline — 2333 3762. The new Centre aims to ensure that this point of "First Customer Contact" will prove to be a satisfactory, helpful and enjoyable experience for our customers.

Planning began last year to provide a single point of contact for customers supported by the latest call centre technology solutions. After months of planning, all systems were in place by the end of 2000. Trials began in early 2001 with the new systems becoming fully operational in early March. At the same time, specially trained Customer Service Officers took over the manning of the centre.

Using state-of-the-art Computer Telephone Integration (CTI) and Automatic Caller Distribution (ACD) technology the Centre is proving to be so successful that calls have more than doubled since April this year. Our team of seven Customer Service Officers now handle an average of 2,000 calls a month.

If you would like any information or have any enquiries on our services, be sure to give our Hotline a call. Our Customer Service Officers are available around the clock specially to serve you.

OHSAS 18001 Update
In our last issue of Voicelink we mentioned that we were seeking OHSAS 18001 (Occupational Health and Safety Assessment Series) certification by the end of 2001. It is a great pleasure therefore to be able to report that since then, all our nine business units have been certified to OHSAS 18001 standards. The first division to receive certification was the Airport Sector Division in early July. This was followed in rapid succession by the others. The entire process was completed on the 2nd of October when the six final certificates were received hand-in-hand with corporate certification.

We are very proud of our achievement, as certification establishes that our practices and procedures are in line with international standards around the world. This certification also reinforces our commitment to the health, safety and well being of our people as well as the value and quality of our services to our customers.

Corporate Environment Report 2000
We published our second Corporate Environment Report detailing our environmental activities in 2000. This year the report has been published electronically to save both paper and resources. With established procedures and practices and with ISO 14001 certification now under our belt, we were able to include more concrete information on our activities supported by more detailed facts, figures and statistics. An additional step forward was the verification of our data by an independent consultant. For further information, see the report for yourself at our website www.emsd.gov.hk.

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