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News : Emirates Post Upgrades Call Centre Services
Dubai, UAE, Dec 17, 2015 -- Emirates Post Group (EPG) is setting up a more advanced call centre with 100 agents, the group said in a media statement.
The new centre will integrate calls, emails and web chats and forward them directly to the section concerned, it said.
The EPG is already offering multiple channels of customer interac-tion, including a fully equipped Call Centre that now employs over 50 agents. It handles all queries regarding general postal information, shipments, rates, permitted items, etc, and allows callers to select service in Arabic or English.
The call centre is equipped to handle caller inquiries in Arabic, English, Tagalog, Malayalam, Tulu, Telugu, Gujarati, Urdu, Iranian, Russian and Hindi.
The general queries are answered on the spot by the trained agents, while complaints are fed into the CRM system and routed to the customer service department for further action. The call centre also handles courier inquiries addressed to Em-post through its call centre num-ber, which is now linked to the EPG call centre.
The ISO 90001:2008 certified call centre, will soon be upgraded, with more user-friendly IVR options.
Posted by Veronica Silva Cusi, news correspondent
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About Emirates Post Group:
Emirates Post is the official postal operator for the United Arab Emirates. It is a subsidiary of Emirates Post Group Holding. It was opened on August 19, 1909, being managed by the Indian Post Office Services until India’s independence in 1947.
Published: Friday, December 18, 2015