The Roads and Transport Authority (RTA) has won seven of the Middle East Call Centre awards presented by Insights ME, ITP and IQPC. RTA’s Call Center (8009090) won these awards as part of its endeavours to keep pace with the highest standards of service improvements and customers’ satisfaction.
Mattar Al Tayer, Director-General and Chairman of the Board of Executive Directors of RTA, was elated to accept the seven trophies from RTA’s CEO of Corporate Administrative Support Services Sector, Yousef Al Rida, and the Director of Customers Service Ahmed Mahboub.
"These awards are indicative of RTA’s relentless endeavours to push customers’ satisfaction rating to the highest standards, which in fact represents one of RTA’s core strategic goals (People Happiness). It is needless to say that we need to recharge our efforts to maintain such a high performance standard," said Al Tayer.
"Clinching these seven awards from renowned entities in this line of industry is a clear manifestation of our commitment to upgrade the business conduct of RTA’s Call Centre, considering it critically important to the numerous services we offer. It also reveals our efforts to adopt the highest standards of business processes to optimally run and lead the Centre that has merited us to win these awards despite the fierce competition encountered," said Mahboub.
RTA’s Call Centre won five awards from INSIGHTS ME Call Centre. The first was in the field of innovation for the best photograph; a category aimed at encouraging employees of centers to highlight their talents in creative photography.
The second was a specialist award for the best analysis of customers’ satisfaction rating where RTA’s Call Center gathers surveys generated through chats, e-mails, and phone calls to analyze them using the latest techniques of identifying customers’ satisfaction rating.
The third was for the best quality assurance programme. Here customer calls recordings are played, whether received via phone calls or e-mails to identify the level of service presented to customers, and the quality of performance of the center.
The fourth was generic and allotted to the best support office (Help Desk), large, 70 seats plus. Winning this category was attributed to the numerous services delivered to customers, and the sensitivity of some of them such as Madinati System where an emergency office was opened to handle high-risk complaints related to faulty light signals for example and take a quick action.
The fifth award was in the individual field under the category of the Best Call Centre Manager (large 70 seats plus).
The sixth award was presented by ITP for the best customers’ service nationwide about the system projects in the Call Center. The IVR system of the Call Center was renovated, technologies in use were upgraded, and e-payment through the IVR system will be activated in the near future.
The seventh award was presented by IQPC for the Best Middle East Center in terms of speedy response to calls, and professional style of teams.
Mahboub expressed his delight at winning all these awards from reputed entities known for their accurate, neutral and transparent assessment in their awards. "The achievement is made under our third strategic goal: People Happiness, thanks to the efforts of dozens of competent staffs capable of delivering top quality services in multiple languages and an inspiring work environment.
The Call Centre (8009090) has an impressive record of accolades and is always in a race for excellence. The RTA is one of the key government departments in Dubai and always monitors the trends of its customers and their expectations.