Contact Center Solutions Featured Article

Dubai Municipality Contact Center Received Over 70,000 Customer Inquiries

October 10, 2012

The Dubai Municipality Contact Center said it has received over 70,000 notifications during the first half of the year alone. The contact center specializes in services that can be easily facilitated via a state of the art contact center. One of the main services that sets Dubai Municipality’s (DM) center apart is its 24/7 availability.

The center said it can help governmental departments perform their best levels by offering services such as; waste removal, building control services such as inspections of buildings under construction, selling car park cards, handling food control, receiving applications for recovering deposits, preparing completion certificate reports, handling car park complaints, selling the department’s booklets, receiving applications of maintenance and additions, and even handling submissions of a demarcation application.  

DM said it’s able to achieve this type of non-stop communication by using next generation technology in conjunction with a centralized telephonic switchboard that handles all incoming and outgoing calls. Any time a customer or the general public has a question they can call the DM center to get an answer. Basically, customers can call or go online to have a question answered. Then, the customer will receive a text message and can add and follow up on the notification.

The company said its residents have taken hold of the notification idea and has seen significant growth within the first half of the year, receiving more than 73,000 notifications.

Khalid Abdul Rahim, director of the Customer Relations Department of the Municipality, said that the center is so automated and streamlined that most agents can handle any incoming concerns within a specific time frame. Rahim said they are able to get to 94 percent of those inquiries during that time.

Jumana Khamis, writer for Gulf News, explained in more detail. “He also said that out of 73,110 notifications received at contact centers, 68,404 were accomplished within that specific time period, and out of this figure 50,000 services were carried out freely with a total expenditure of Dh20 million,” said Khamis.

DM, who has plans to expand, offers an automatic inquiry system for anyone interested in finding out how the call center works. Dubai residents can dial 800 4567 to get the latest information about the services in addition to inquiring about pending applications.




Edited by Brooke Neuman

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