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Of the total number of calls received, 1,020,861 were related to COVID-19.
Dubai, United Arab Emirates, 28 March 2021: Since the beginning of the vaccination drive in Dubai in December 2020, Dubai Health Authority's unified contact centre (800 342) has addressed 1,450,668 calls of which 1,020,861 were COVID-19 queries and requests for booking vaccination appointments.
Fatima Al Khajah, Director of Customer Happiness Department at the DHA and Head of COVID-19 Vaccination Appointment Management Team said: “Our employees have been working 24/7 in shifts to serve community members and address their queries. We have significantly expanded our capacity to meet with the increase in volume of calls over the last year. Customer satisfaction is our top priority and we have provided a range of services from addressing queries to booking COVID-19 vaccination appointments for the community. We aim to continue providing 24/7 support and assistance to community members.”
Al Khaja said that the contact centre provides COVID-19 services like responding to COVID-19 enquiries, booking COVID-19 vaccination appointments for customers, providing customers with test results and conducting self-screening for customers in order to provide guidance and advice.
Al Khaja said that peak-time calls during the vaccination campaign reached 38,817 calls per day, which is equivalent to a 215% increase compared to the number of peak-time calls during the pandemic.
The total number of conversations on WhatsApp during this period were 106,785; total number of chats were 172,519 and the total number of e-mails were 189,485. Total number of interactive messages through DHA's social media channels were 15,000.
The number of medical files (Medical Record Number) created by the DHA's website and app were 262,947.
Al Khaja said the percentage of positive and neutral reactions were 97.7 per cent, whereas customer satisfaction was 91.7 per cent.
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