RTA Call Center receives 2.5m calls in 2015
The Roads and Transport Authority (RTA) announced that its Call Center has gotten 2,501,446 employ 2015, and the call reaction time has actually covered 80.5 % of inbound calls within the targeted time response time of 20 seconds per call. The Centre has also received 51,127 reports about lost products where more than 70 % of them were discovered, recording a sign-off rate of 99 %. Furthermore, the Madinati system has dealt with 19,473 cases.
"The number of calls picked up by the Call Center (8009090) shows the degree of interaction between the Center and RTA customers, and the significant interest attached by the RTA to their services, questions, suggestions, complaints, etc. Recording such a high portion of reaction to incoming calls is also indicative of the numerous and diverse services offered by the RTA to the public," said Yousef Al Rida, CEO of RTA Corporate Administrative Support Services Sector.
"The Call Center has actually received 2,501,446 calls in 2015 the breakdown which are 1,290,265 calls associate with the Public Transport Agency, 548,196 calls relate to the Licensing Agency, 225,103 calls relate to the Traffic & Roads Agency, 167,968 calls associate with the Corporate Technology Support Services Sector; 156,808 calls relate to the Rail Agency; 83,045 calls relate to the Dubai Taxi Agency; 29,319 calls connect to the Corporate Administrative Support Services Sector; and 741 calls relate to the Strategy & Corporate Governance Sector," explained Al Rida.
"The Call Center has made impressive achievements underscoring its success in realizing its jobs in 2015 at the greatest standards. Such achievements are illustrated by clinching the Best Call Manager award in the Hamdan bin Mohammed Smart Government Award, and four awards from Understanding Middle East; namely The Best Government Call Center in the Middle East (Lifestyle Category), Best Government Support Center, Best Call Center in the Career Path, and the Best Waiting Music. It has also scooped three awards from IQPC as the Best Government Call Center in the Middle East, Best HR Strategy Adopted in a Government Call Center, and the Best Leader of a Government Call Center.
"In 2015 we have actually carried out several enhancement projects in the Call Center (8009090) such as updating the systems of the center, upgrading the IVR system, and introducing consumers' self-completed satisfaction rating polls after each call. This year, the customers' service is dealing with the introduction of an e-payment system through the IVR system of the Call Center.
The RTA always seeks to enhance the third strategic objective of bringing joy to people; considering it the backbone of its technique for improving its services and the methods of providing them to ensure they are user-friendly by taking advantage of the smart and the latest technological advancements.
List of Lost & Found Items
6560 mobile phones, 3879 travelling bags, 1853 wallets, 782 passports, 717 keys & important cards, 412 eye-glasses, 352 laptops, 312 sun-glasses, 312 cameras, and 308 pieces of cloth. Valuables found also include 288,700 dirham; 57,230 Dollars; 6,000 Euros, Gold & Jewelry, and precious items worth 100,000 Dollars
