Service Excellence Center
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Service Excellence Center

Zajil's focus on customer service is clearly demonstrated in its state-of-the-art Service Excellence Center (SEC). Our continuous monitoring enables us to identify potential issues so we can address them before there is a problem.
 
This proactive monitoring and troubleshooting ensures a seamless response to service conditions – enabling Zajil to deliver services based on stringent Service Level Agreements. If our customers encounter a problem, there’s no time to waste. We make quick response time a fundamental part of our service by focusing on key performance metrics.
 
The Zajil SEC stands on four pillars:
  • Proactive Notification: When our SEC engineer observes an issue, customers are proactively notified about the issue and how it’s being addressed.
  • Quick Response: We maintain one of the best average answer times in the industry with lowest hold times and call abandon rates.
  • Technical Expertise: We believe the link between commitment to performance and execution is extensive training. Our SEC team members are highly trained and carry key certifications from various vendors.
  • Direct Engineer Access: We route issues directly to certified engineers who assume immediate responsibility for all tickets – not just the most critical ones.

The SEC is staffed 24 hours a day, 7 days a week by expert personnel. Moreover, Zajil operates SECs in Kuwait, Jordan, Bahrain, KSA and UAE enabling us to route calls to any SEC for faster response.