RTA wins Best Middle East Government Contact Center Award

The Roads and Transport Authority (RTA) has won of the Best Middle East Contact Center Award provided each year by the International Quality & Productivity Center (IQPC). The award has actually gone to RTA at the Government Contact Center Summit-- Middle East just 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 illustrates the degree of improvements made by RTA's Call Center (8009090), specifically beating the extreme competitors of numerous government entities. "The resources of the Center suggest an amazing level of response to all needs and expectations of RTA's consumers in terms of several communication means, and using the current technologies of the market that resulted in handling about 2.5 million inbound employ 2015 alone consisting of 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 Centers plan, he said.

"This award contributes to the stellar achievements of the Call Center highlighted by the Finest Call Center award of the Hamdan bin Mohammed Smart Government Program 2015 and other local regional awards. Examples of enhancement jobs completed by the Center consist of the Interactive Voice Response (IVR) system and clients' satisfaction rating polls after each call. RTA is contemplating the introduction of the e-payment system through IVR system in addition to other projects connected to client's convenience & happiness through the shipment of smooth RTA's services towards understanding the Third Strategic Goal: People Happiness.