RTA briefs DEWA, Dubai Trade on Call Center Practices

The Roads and Transport Authority (RTA) has received two delegations from the Dubai Electricity & Water Authority (DEWA) and Dubai Trade to brief them on the best practices of RTA Call Center (8009090).

The visit follows RTA’s winning the Hamdan bin Mohammed Award for Smart Government in the category of the Best Government Call Center 2016. The visit comes in the context of government directives to share expertise between public & semi-public bodies at the local & federal levels in a bid to achieve the highest international standards.

“The visits of DEWA and Dubai Trade delegations to the RTA aimed at benchmarking operations and sharing experience & knowledge between these parties,” said Ahmed Mahboub, Executive Director of Customers Service, RTA Corporate Administrative Support Services Sector. “The visiting delegations were briefed on the best techniques applied in RTA Call Center.

The meetings started by reviewing RTA’s vision, mission and the organisational chart of RTA leadership, sectors and agencies.

The review also covered means of quality assurance, improved customers service and customers care strategy.

The RTA made a brief account about Customers Happiness Centers as well as centres of service providers and partners,” added Mahboub. 

“The two delegations were furnished with the services provided by the Call Center to the public along with a recap of incoming & outgoing calls, amounting to 8500 calls per day, along with the response time to these calls.

Visitors were also familiarised with surveys for probing customers’ satisfaction and the systems in use such as the Customer Relations Management (CRM) and the SDDI licensing system among others.

A presentation was made about the training process, qualification & assessment of Call Center staffs, performance indicators and motivation procedures,” added the Executive Director of RTA Customers Service.

“At the end of the visit, the delegations of DEWA and Dubai Trade were delighted with the exposure to RTA’s Call Center procedures. They added that such visits would enhance the business of Call Centers; which are the most effective tool in bringing happiness to various government entities.

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