RTA call centre receives 1 million calls

The call centre (8009090) of the Roads and Transport Authority (RTA) in Dubai has received 1,184,100 calls during the first half of 2017, up from 1,084,635 calls during the same period last year.

The response rate is 11 seconds per call, which compares well with the planned response period of 20 seconds per call, according to the RTA.

Ahmed Mahboub, executive director of customer service at RTA's Corporate Administrative Support Services Sector, said: "Receiving more than one million calls during the first half of 2017 reflects the growing number of people opting to communicate with the award-winning center."

The RTA call center won the Best Customer Call Center in the last edition of the Hamdan bin Mohammed Programme for Smart Government Award.

"This growth in the number of calls received is attributed to the huge efforts and excellent performance of working teams to ensure a quick response to the needs of customers needs in a record time despite the numerous services on offer. In line with our government directives to rank Dubai the smartest city in the world, and in response to the Smart City initiative of Dubai government, the call centre is focused on offering multiple e-services using hi-tech systems," Mahboub explained.

The RTA call centre has processed 25,715 transactions through the IVR system and received 317,272 inquiries during the same period. It also processed 65,613 transactions via emails; recording a 21 per cent rise over the figure of the same period last year. It has finalised 18,994 transactions relating to driver licenses, vehicles and payment of fines.

Transactions and inquiries channelled through chats amounted to 80,057 transactions; which reflects a whopping increase of as much as 1,700 per cent over the same period last year, thanks to the 24/7 communication along with the increase in the number of services. Madinati observations clocked 12,619 cases during the first half of this year recording a sign-off rate of cases amounted to 99.7 per cent.

reporters@khaleejtimes.com