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News : Dubai Economy Call Centre Gets 103,860 Calls and 27,395 Emails During National Disinfection Programme

#contactcenterworld

Dubai, UAE, Aug 3, 2020 - The Dubai Economy call centre saw hectic activity during the National Disinfection Programme and responded to an unprecedented number of calls and messages on its dedicated number, email and social media channels received from the business community and customers on the precautionary measures in place against COVID-19.

Hanadi Eid, Director of the Customer Happiness Department in Dubai Economy, said: "The call centre received 103,860 calls during the National Disinfection Programme, which ran from March to June 2020. The call centre is one of the main channels that Dubai Economy has deployed to communicate with its customers, partners, and the public. The team at the call centre is qualified and trained to deal professionally with all incoming calls and enquiries."

Eid added: "The call centre saw a 180% in incoming calls during March-June 2020 compared to the same period in 2019. This was due to the impact of COVID-19 and the subsequent National Disinfection Programme, and the general closure of most services in the country — except for the vital sectors — which resulted in many enquiries from customers regarding the procedures to be followed in these circumstances. The centre also received 27,395 emails in the same period, an increase of 200% compared to the same period in 2019."

Employees at the call centre are trained to deal with incoming calls and messages efficiently and respond to them within a specific time period in accordance with the best international practices and excellence standards, said Eid.

Dubai Economy continuously evaluates performance of the call centre through interactive screens, monitoring the nature of calls and messages as well as recording and transmission of complaints and cases to the team concerned through the CRM system, and briefing and training for employees to ensure their ability to provide updated information relating to COVID-19

The most common enquiries received by the call centre during the National Disinfection Programme were related to the terms of closure and the resumption of activity for the various facilities in the emirate and the support extended by the UAE to the business community to face the pandemic challenge.

Eid affirmed that Dubai Economy is striving enhance its customer service in line with the objectives of the Dubai Government as well as the directives of the leadership. Customers and the public can contact the call centre on 600 54 5555 or by sending an e-mail to info@dubaided.gov.ae.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.albawaba.com


Today's Tip of the Day - Can You Deliver?

Read today's tip or listen to it on podcast.

Published: Tuesday, August 4, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

New 2021 Membership

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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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