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Roads and Transport Authority’s (RTA) Call Centre (8009090), has received 1,022,421 calls during the first six months of 2018. The average response time per call has clocked 14 seconds; which compares well with the targeted period of 20 seconds. The calls handled were varied between general enquiries, complaints, reports, suggestions and various requests from customers.
“Handling more than one million calls during the first half of 2018 reflects the growing trend of dealing with the centre; which had been ranked among the top 3 under the last edition of the Hamdan bin Mohammed Programme for Smart Government. Such results are attributed to the huge efforts and excellent performance of the teams at the centre in responding quickly to the needs of all customers in record time despite the wide range of services on offer,” said Ahmed Mahboub, Executive Director of Customers Service, Corporate Administrative Support Services Sector, RTA.
“In keeping with the directives of our government to rank Dubai as the smartest city in the world, and the Smart City initiative of the Dubai Government, the call centre also provides multiple and technology-driven e-services. Results achieved during the first half of this year indicate that the center had processed 183,439 transactions through the IVR system; reflecting an 86% increase compared to last year. The IVR system is a safe and express channel for processing transactions without waiting or seeking the assistance of a customer service agent.
“During the same period, the center has also processed 74,727 e-mail transactions (12.2% higher than the same period last year and handled 149,548 transactions and inquiries via e-chat (more than 45.5% of the number recorded during the same period last year). Madinati reports amounted to 10,922 cases during the same period.
“The RTA is keen on implementing its 3rd Strategic Goal (People Happiness); which is the backbone of its strategy towards improving services & means of delivering them. It, therefore, uses cutting-edge technologies to save customers time & effort as part of endeavours to keep pace with their growing needs and expectations,” concluded Mahboob.
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