DEWAs Call Centre receives over 1.4 million calls in 2015

Environment

DEWAs Call Centre receives over 1.4 million calls in 2015

Dubai Electricity and Water Authority (DEWA) received over 1.4 million calls in 2015. DEWA's call centre, the Customer Care Centre, answered 665,343 calls, with 754,190 calls managed by its Interactive Voice Response system, allowing DEWA's customers to make use of its services smartly and effectively.

DEWA's Customer Care Centre also received approximately 93,000 emails from different clients with varying requests and requirements.

"To support our vision to end up being a sustainable ingenious world-class utility and in line with our dedication to guarantee the happiness of all stakeholders, DEWA has actually adopted an incorporated interactions system that utilizes the current and most innovative methods and solutions to adhere to the highest standards of communication between DEWA, its customer support group, stakeholders and partners, contractors, and developers," stated HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

"In 2015, DEWA's Customer Care Centre taped a 93.76 % quality rate for taking calls, and answered phone calls within an average of 12 seconds. The Mystery Shopper survey tape-recorded a 98 % outcome, the greatest result worldwide," added Al Tayer.

DEWA's Customer Care Centre is composed of highly-qualified employees trained in offering outstanding customer services. The multilingual team can interact in Arabic, English, Hindi, French, and Urdu, among others.

The Hayak service is an online video-chat service that allows consumers to interact directly with DEWA's call centre personnel. It is readily available on DEWA's wise app and website," stated Abdullah Al Hajri, Executive Vice President of Customer Services at DEWA.

"We are constantly looking for ways to establish our customer interaction skills on all platforms. We are also committed to taking all client ideas, while satisfying customer expectations and ensuring their happiness," added Al Hajri.

DEWA's customer care centres runs at all hours, on weekends, and during public holidays. It accepts calls through its emergency number 991 and for billing info number, which is 04 601 9999. Customers calling with any problems can reach DEWA's call centre on 04 601 9888. For clients wishing to use e-mail for basic questions or complaints, they can send them to customercare@dewa.gov.ae