The Dubai Economy call centre saw hectic activity during the National Disinfection Programme and responded to an unprecedented number of calls and messages on its dedicated number, email and social media channels received from the business community and customers on the precautionary measures in place against COVID-19.

Hanadi Eid, Director of the Customer Happiness Department in Dubai Economy, said: “The call centre received 103,860 calls during the National Disinfection Programme, which ran from March toJune2020. The call centre is one of the main channels that Dubai Economy has deployed to communicate with its customers, partners, and the public. The team at the call centre is qualified and trained to deal professionally with all incoming calls and enquiries.”

Eid added: “The call centre saw a 180% in incoming calls during March-June 2020 compared to the same period in 2019. This was due to the impact of COVID-19 and the subsequent National Disinfection Programme, and the general closure of most services in the country — except for the vital sectors — which resulted in many enquiries from customers regarding the procedures to be followed in these circumstances. The centre also received 27,395 emails in the same period, an increase of 200% compared to the same period in 2019.”

 

Employees at the call centre are trained to deal with incoming calls and messages efficiently and respond to them within a specific time period in accordance with the best international practices and excellence standards, said Eid.

Dubai Economy continuously evaluates performance of the call centre through interactive screens, monitoring the nature of calls and messages as well as recording and transmission of complaints and cases to the team concerned through the CRM system, and briefing and training for employees to ensure their ability to provide updated information relating to COVID-19

The most common enquiries received by the call centre during the National Disinfection Programme were related to the terms of closure and the resumption of activity for the various facilities in the emirate and the support extended by the UAE to the business community to face the pandemic challenge.

Eid affirmed that Dubai Economy is striving enhance its customer service in line with the objectives of the Dubai Government as well as the directives of the leadership. Customers and the public can contact the call centre on600545555 or by sending an e-mail to info@dubaided.gov.ae