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News : MRT Call Centre Resolves 80 Per Cent Of Public Complaints
Petaling Jaya, July 23, 2014 -- The 24-hour Mass Rapid Transit (MRT) call centre has received close to 2,000 calls since starting operations in May 2012, with 80 per cent of "relevant" complaints resolved.
MMC-Gamuda Deputy Construction Director, Adil Putra Ahmad said of the calls received, about 1,800 were regarded as "relevant", which is related to the MRT project.
The call centre is managed by MRT Corporation's project delivery partner (PDP), MMC-Gamuda KVMRT (PDP) Sdn Bhd.
"We have categories for the complaints such as inconvenience and safety, whereby the latter is always a priority and resolution time for priority cases is usually between one hour to 24 hours," he told a media briefing on the call centre here Wednesday.
The call centre, which attends to customers' feedback, enquiries and complaints, has about nine operators working on eight-hour shifts in rotation.
Meanwhile, MRT Corporation Strategic Communications and Public Relations Director, Amir Mahmood Razak said the call centre received about 15 calls daily.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Record Unsolicited Customer Feedback
Published: Thursday, July 24, 2014