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Dubai, UAE, September2014:du invited local media to showcasethesuccessof its Contact Centre in Fujairah, at a recent Knowledge Session held at the Contact Centre facility. Ismail Mohamed, Senior Vice President, Customer Operations, du, hosted the session, explaining the numerous factors that have helped du to achieve such positive customer care results at the UAE's first 100% Emirati managed and run call centre in the private sector.
Opened in 2011, du's Fujairah Contact Centre's employees are 100% Emirati. The centre was opened to provide a significant number of employment opportunities that empower UAE nationals from the northern emirates,who are unable to commute to other emirates for work.
The Contact Centre handles enquiries for Mobile Prepaid and Mobile PostpaidEmirati customers. In the current year, it has answered 94% of the calls received within 10 seconds. On average, a call to the centre lasts just 3.4 minutes, which is below the global benchmark of 4.6 minutes.In the post-call survey, Emirati customers rated the services with a satisfaction score of 91%.
Speaking at the event, Mohamed said: “We were the first company in the UAE private sector to open a 100% Emirati managed and run call centre. The success we have achieved over the years is a testament to the commitment our Emirati colleagues have to achieving nothing but success. We are proud of their efforts, and will continue to empower them in ways that will help them to continue to evolve on a personal and professional level.”
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