Emirates ID adds Urdu to call centre IVR

The Emirates Identity Authority (Eida) has announced its addition of a third language, Urdu, to the interactive voice response (IVR) system of its call centre as part of its efforts to provide the best services to its customers. Since its inception, the call centre has been using two languages for communication: Arabic and English.

This initiative allows Emirates ID’s Asian customers to easily communicate with the centre, which employs a team of members from various nationalities who speak 16 languages and have the required qualifications for following up the transactions of callers round the clock, responding to their inquiries on all ID card-related procedures, receiving their complaints and surmounting the obstacles faced by them.

The centre provides a variety of services including the IVR, automatic call distribution, forwarding SMS and emails and live chat.

The authority said that adding Urdu to the call centre’s IVR system comes as part of Emirates ID’s keenness on developing its 15 channels of communication with customers to enable them to ask questions, make inquiries and log feedback and get their complaints about Emirates ID’s services and performance handled. This is part of Emirates ID’s bid to provide the best services to its customers and gain their utmost satisfaction, said Nasser Al Abdouli, Director of Service Center Support at the Emirates Identity Authority.

Al Abdouli pointed out that this service was launched as the first of multiple initiatives to be implemented by Emirates ID as part of its efforts to achieve the fourth objective of its new strategic plan 2014-2016 as embodied in ensuring the provision of all high-quality administrative services most efficiently and effectively and developing such talents that would focus on boosting customer satisfaction.

By taking this step, Emirates ID seeks to enable its customers and the Urdu speaking individuals inside and outside the UAE to easily communicate with it through the centre, he added, noting that callers can listen to a list of language options offered by the system and choose the third option, which provides them with preliminary information before guiding them to the service they are interested in obtaining automatically or referring them to one of the centre’s employees who speak the same language.

The call centre is directly linked with the Customer Relationship Management (CRM) system to enable the team to deal with customers' complaints and resolve them promptly in accordance with the best practices and the highest standards, he said.

Al Abdouli pointed out that Emirates ID made great strides in the field of interacting with its customers through various channels of communication, using advanced means of technology including its website through three services: You Ask And We Answer, Contact Director General, and Live Chat, its call centre, which operates round the clock, and its pages on the social networking sites, particularly Facebook,  Twitter and Google Plus, apart from the feedback and complaints received by Emirates ID- affiliated service centres across the UAE.

At the end of last year, Emirates ID launched the live chat service via its website. The service contributed to alleviating the call centre’s pressure. The number of phone calls received by the call centre following the launch of the service, i.e. the beginning of 2014 till the end of last February, totalled 149,077 phone calls compared to 266,094 phone calls during the same period last year.

The call centre receives calls from its customers and the public on a 24/7 basis on 600530003 from within the UAE. For calls from outside the UAE, the UAE country calling code should be added to the number to become 00971600530003.

 

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