The Emirates Identity Authority’s Communication Centre has received a total of 392,000 calls during the first half of this year, as compared to 837000 calls last year during the same period. 98.1% of these calls have been responded to.
The Communication Centre has been able to answer 87% of the calls within 15 seconds during the past six months. While 50% of the calls have been to enquire about card application status, 42% comprised general enquiries and 8% observations and suggestions.
Naser Al Mazrouei, Executive Director of Services Centres Operations sector at Emirates ID, said that the Communication Centre, which functioned round the clock on all days, received calls via automatic answering services in three languages – Arabic, English and Urdu.
“41% of the answered calls were in Arabic, while 48% were in English and 11% in Urdu. Whereas the automatic answering service responds to calls in three languages, customers can speak to the Centre in 16 languages,” he explained.
“The Communication Centre staff is well-trained to do their job and deal with complaints and issues. The average time it takes to solve an issue is 2 minutes and thirty seconds. The services offered at the Centre include interactive voice response, automatic distribution of calls, SMS services, emails and direct conversations. The Centre also helps the customers follow up on their transactions, learn about all aspects of Emirates ID and register their grievances,” Al Mazrouei pointed out.
Al Mazrouei said the drop in the number of calls by 53% this year as compared to last year was due to the leap the Authority had achieved in its communication and interaction with the customers. “There are 14 channels of communication available for the customers to reach the Authority. These include the website of the Authority which offers services such as online filling of application forms, direct conversation, application status enquiry and Contact the Director General. The Authority has very active social media accounts, such as facebook, twitter and google Plus. The toll-free number 600530003 and SMS services are also there. Besides, the customers can visit the Services Centers of the Authority across the country and register their complaints,” he elaborated.
Wednesday, July 2- 2014 @ 15:41 UAE local time (GMT+4) Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of Mediaquest FZ LLC.