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News : Dubai Police Handles 2.4 Million Calls in Q2

#contactcenterworld, @dubaipolicehq

Dubai, UAE, July 15, 2020 -- The Dubai Police's emergency hotline 999 received 2,447,646 calls during the second quarter of this year, while the force's non-emergency hotline 901 received 379,122 calls in the same period.

These statistics were revealed during the Operations Department performance appraisal meeting, headed by the Dubai Police Commander-in-Chief, Lt. Gen. Abdullah Khalifa Al Marri, in the presence of Major General Mohamed Saif Al Zafin, Assistant Commander-in-Chief for Operations, Major General Kamel Butti Al Suwaidi, Director of Operations, and several senior officers.

Officials of Dubai Police' Command and Control Centre said that during the third quarter of 2019, Dubai Police's emergency hotline 999 received 2,447,646 calls compared to 2,615,826 calls received during the same period last year. Moreover, the total number of calls answered within 10 seconds were 2,276,659 calls in comparison to 2,588,863 calls during the same period the year before, thus achieving 97 percent on the emergency response indicator for answering emergency calls within 10 seconds.


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Meanwhile, the average time for police patrols to reach emergency scenes was only 4.34 minutes where the targeted response time was eight minutes. Similarly, the average time for police patrols to reach non-emergency scenes was 12.32 minutes during the same period where the targeted response time was 30 minutes.

Furthermore, Dubai Police's Commander-in-Chief also reviewed the statistics of 901 call centre, where the total number of received calls reached 379,122 calls during the second quarter. Of these 78,423 calls were answered within 20 seconds, in comparison to 218,51 calls received during the same period last year, of which 194,722 calls were answered within 20 seconds.

At the end of the meeting, Al Marri called upon staff members to fulfil their job requirements in a timely and accurate manner, to improve business quality and performance to upgrade work standards to the highest levels. He also urged the public to understand the difference between 901 and the emergency hotline 999 and be more mindful of the calls they make to the hotline.

#contactcenterworld, @dubaipolicehq

Posted by Veronica Silva Cusi, news correspondent
Source: http://wam.ae


About Dubai Police:
Company LogoThe Dubai Police Force is the 24,000 strong police force for the city of Dubai, in the United Arab Emirates. They come under the jurisdiction of the Vice President and Prime Minister of the UAE (who in turn is the ruler of Dubai), and they cover an area of 4,114 square kilometers and a population of 2,106,177 people.
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Today's Tip of the Day - Be Prepared!

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

Published: Thursday, July 16, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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