The Roads and Transport Authority (RTA) has won of the Best Middle East Contact Center Award presented annually by the International Quality & Productivity Center (IQPC). The award has gone to RTA at the Government Contact Center Summit – Middle East recently held at the Dusit Thani Hotel in Dubai.

The Director of Customers Service, at RTA’s Corporate Administrative Support Services Sector, Ahmed Mahboub expressed pride in winning the award, which depicts the extent of improvements made by RTA’s Call Center (8009090), especially beating the intense competition of several government entities. “The resources of the Center indicate a remarkable level of response to all needs and expectations of RTA’s customers in terms of multiple communication means, and the use of the latest technologies of the industry that resulted in handling about 2.5 million incoming calls in 2015 alone including suggestions, inquiries and complaints. Moreover, the response time to calls exceeded 80% recording a response rate of 20 seconds per call, which is the targeted time in the Center’s plan,” he said.

“This award adds to the stellar achievements of the Call Center highlighted by the Best Call Center award of the Hamdan bin Mohammed Smart Government Program 2015 and other local regional awards. Examples of improvement projects completed by the Center include the Interactive Voice Response (IVR) system and customers’ satisfaction rating polls after each call. RTA is pondering the introduction of the e-payment system through IVR system as well as other projects related to customer’s convenience & happiness through the delivery of smooth RTA’s services towards realizing the Third Strategic Goal: People Happiness.