In alignment with its commitment to fully support pilgrims, the Ministry of Hajj and Umrah is operating the “1966” Guest Care Center at full capacity during the Day of Arafah. This center is dedicated to providing immediate assistance to those undertaking the sacred pilgrimage, utilizing an advanced communication system that encompasses all holy sites.
The center offers a wide range of services including responding to inquiries, registering complaints, providing directional assistance, coordinating responses with service agencies, and offering psychological support when necessary. It operates in eleven major languages to ensure accessibility, particularly for pilgrims coming from non-Arabic-speaking countries.
The center is backed by a state-of-the-art technological infrastructure that has enabled it to achieve an impressive average response time of merely 41 seconds. This efficiency is supported by an information database that includes over 300 pre-prepared responses to frequently asked questions. Such resources significantly enhance the quality and speed of the center’s responses.
Staffed by qualified and trained personnel, the center employs a comprehensive operational model available 24/7. This model ensures that responses are prompt and that follow-up actions are effectively coordinated with relevant authorities.
As part of its ongoing improvement efforts, the Ministry has upgraded the work environment within the center, equipping it with the latest contact center technologies. This includes systems for call distribution based on employee skills, ticket management systems, and a sophisticated digital phone network. These enhancements have earned the center the “Hiyaka” quality certification from the Saudi Standards, Metrology and Quality Organization, underscoring its commitment to excellence in communication services.
This facility is a cornerstone of the Ministry’s broader strategy to provide a seamless and humane experience for pilgrims, guided by a vision that leverages modern technology and embraces the principle of “the pilgrim comes first.”
The level of service exemplified by the Guest Care Center reflects a deep commitment to ensuring that each pilgrim’s journey is supported by comprehensive resources and a responsive infrastructure. By consistently prioritizing the needs of the pilgrims, the Ministry not only enhances the sacred experience of Hajj but also reinforces the values of hospitality and care that are central to the pilgrimage.
The decision to maintain high operational standards, especially during critical times like the Day of Arafah, exemplifies the Ministry’s dedication to the welfare of pilgrims. It recognizes the unique challenges they face and seeks to offer solutions that are both immediate and relevant.
Overall, the department’s initiatives reinforce its mission to use advanced technology and efficient service management to foster an inviting atmosphere for all those who come to seek blessings during this holy time. This commitment ensures that pilgrims receive the necessary guidance and support, allowing them to focus on their spiritual journey without distractions.
In conclusion, the Ministry of Hajj and Umrah is setting a high standard for guest care services during the pilgrimage season. By integrating modern technology and maintaining an unwavering focus on the needs of pilgrims, the “1966” Guest Care Center exemplifies best practices in service delivery, truly putting the needs of pilgrims at the heart of its mission.
