The Emirates Identity Authority’s Communication Centre has seen a significant 53 per cent drop in calls from 837,000 during the first half of last year to 392,000 during the same period this year.

 

About 98.1 per cent of these calls have been responded to, said a statement.

 

The communication centre answered 87 per cent of the calls within 15 seconds during the past six months, it said.

 

While 50 per cent of the calls have been to enquire about card application status, 42 per cent comprised general enquiries and eight per cent observations and suggestions.

 

Naser Al Mazrouei, executive director of Services Centres Operations sector at Emirates ID, said that the communication centre, which functioned round the clock on all days, received calls via automatic answering services in three languages – Arabic, English and Urdu. 

 

“41 per cent of the answered calls were in Arabic, while 48 per cent were in English and 11 per cent in Urdu. Whereas the automatic answering service responds to calls in three languages, customers can speak to the centre in 16 languages,” he said.

 

“The communication centre staff are well-trained to do their job and deal with complaints and issues. The average time it takes to solve an issue is two minutes and thirty seconds. The services offered at the centre include interactive voice response, automatic distribution of calls, SMS services, emails and direct conversations. It also helps the customers follow up on their transactions, learn about all aspects of Emirates ID and register their grievances,” Al Mazrouei pointed out.

 

The drop in the number of calls has been achieved through the centre’s communication and interaction with customers, he said.

 

“There are 14 channels of communication available for the customers to reach the authority. These include the website of the authority which offers services such as online filling of application forms, direct conversation, application status enquiry and contact the Director General. It is also very active on social media accounts, such as Facebook, Twitter and Google Plus,” added Al Mazrouei. - TradeArabia News Service