Contact Centre

Purpose, Objectives, and Results

The project has a dual purpose:

1. The first and most important is focused on clients who receive higher-quality services and spend less time searching for necessary information, obtaining it in one place through the Contact Center.
2. The second purpose is the relief of employees, allowing them to focus more thoroughly on their professional work.

The fundamental significance of the Contact Center is that the client establishes a connection with the operator and expresses a request for information or service. Operators provide the client with information immediately or with a specific time delay, depending on the nature of the information or service.

Throughout the project's duration, activities intertwine with the developmental enhancement of services, from providing basic information to more complex tasks that can completely replace certain aspects of personal or direct work with clients, training of operators, promotion, monitoring the operation of the Contact Center, and the development of information and communication infrastructure.

The prototype of the Contact Center was established on June 8, 2009.

The toll-free telephone number for the Contact Center of the Employment Service of Slovenia is 080 20 55 and is available on Monday, Tuesday, and Thursday between 8:00 and 15:00, on Wednesday between 8:00 and 17:00, and on Friday between 08:00 and 13:00.

Project Implementation

The Contact Center project of the Employment Service of Slovenia is implemented within the framework of the Operational Program for Human Resource Development for the period 2007–2013 under:

• 5. Institutional and Administrative Capacity, and
• 5.2 Priority Orientation Modernization of Institutions in the Labor Market.