“The booming construction sector and the rising population in Dubai have significantly increased the pressure on Dubai Civil Defence in recent years,” said Nasser Al Shamsi, IT Manager, Department of Civil Defence. “The sheer volume of callers has increased tremendously, making it extremely difficult for us to respond to customers demands. The need for adopting advanced call centre practices therefore became paramount, especially because round the clock access has become critical in achieving high levels of customer satisfaction and improved performance.”
“Dubai eGovernment’s highly advanced and integrated call centre service AskDubai therefore provided the ideal solution,” added Al Shamsi. “Dubai eGovernment has put in place a highly complex system that allows callers various options of receiving the information they need. The response mechanisms offered by AskDubai ensure that every caller has his queries answered by trained and well-informed staff.”
Mahmood Al Bastaki, Business Process Re-engineering Consultant, Dubai eGovernment said: “Dubai Civil Defence joins a growing number of government departments using our AskDubai service, a hi-tech call center that allows them to offer customised information services to clients. AskDubai integrates key features of CRM, which has become a crucial component of business management in today’s Information Age. AskDubai has been set up using leading edge technologies that ensure that every call is attended to either through an agent or through automated voice response systems.”
“The mounting workload of Dubai Civil Defence cannot be handled by switchboard operators or conventional call centres. The construction sector needs to access Dubai Civil Defence without always having to go to its offices,” said Al Bastaki. “AskDubai provides the perfect interaction channel, because it is managed by agents who are knowledgeable about each aspect of Civil Defence activities and can therefore save customers’ time by providing instant answers at any time of the day or night. We are positive that Dubai Civil Defence will be able to achieve higher customer satisfaction and deliver better results with the adoption of this service.”
Customers can contact AskDubai on phone line 7000 40000 or submit their queries to Diese E-Mail-Adresse ist vor Spambots geschützt! Zur Anzeige muss JavaScript eingeschaltet sein! available on the portal www.dubai.ae. Those wishing to post comments can go to “Feedback.” There is a facility to chat online with one of the agents. Users can also go to the “Schedule a Callback” link to be called back at an appointed time. They can choose “Chat and Talk” link if they want a representative to call them back on the telephone while they are still chatting online.
Quelle: cpilive, 23.06.2004
