RTAs Call Center handles half a million calls in 1st Qtr 2016
The Roads and Transport Authority (RTA) revealed that its Call Center (8009090) had gotten 529,495 calls throughout the first quarter of 2016, recording a response time of 12 seconds per call compared well with the targeted rate of 20 seconds per call. It is notable that the variety of calls handled during the exact same time in 2014 was 520,258 calls.
"Receiving more than half a million calls by the Call Center within 3 months is indicative of the growing interest of the public to communicate with the. This variety of calls is attributed to the excellent efforts of the working teams to make sure instantaneous response to consumer needs regardless of the comprehensive variety of services provided by the Center," stated Ahmed Mahboub, Director of Customer Service at RTA's Corporate Administrative Support Services Sector.
"In keeping with the directives of our government to rank Dubai the most smartest city in the world, and in responding to the Smart City effort, the Call Center provides several e-services through hi-tech platforms. Outcomes accomplished during the first quarter of this year exposed that the Center had actually processed 104,537 deals via the IVR system, and 28,390 deals via emails (72% higher than transactions processed during the exact same period in 2014). It had actually also processed 3,706 licensing-related transactions such as driver's licenses, vehicle registration, and payment of fines (32% higher than transactions processed during the very same duration last year) in addition to 1,049 deals & queries dealt with through chats. Madinati cases submitted during this duration clocked 5,340 cases, 99.7% of them were signed-off (92% higher than cases reported during the very same duration in 2014)," continued Mahboub.
"RTA is always crazy about the practical implementation of its 3rd Strategic Goal (People's Joy), and considers it the backbone of its strategy towards enhancing services & ways of delivering them through the use of advanced innovations to save customers time & effort. It likewise forms part & parcel of our efforts to match the growing requirements & expectations of consumers," concluded the Director of Customer Service.
