Dubai eGovernment felicitates its best performing call centre agents

Dubai eGovernment's call centre, AskDubai is a unified, bilingual (English - Arabic) contact centre for 12 government departments in Dubai and offers multi channels including a call centre, internet chat, e-mail and fax. It integrates key features of Customer Relationship Management, which has become a crucial component in many IT-enabled customer care services. AskDubai utilizes industry-leading technologies that ensure each call gets immediate attention from an agent or an automated voice response system.

According to Dubai eGovernment statistics, since the launch of AskDubai in June 2003, a total of 587,400 calls have been answered by the contact centre; in addition to 76,057 outbound calls, 17,369 emails handled, 513 faxes received and 3,339 online chat requests processed.

"We congratulate and thank all our call centre staff who have been recognised for their outstanding performance, and we hope that this award inspires them to strive for greater excellence," said Salem Al Shair, eServices Director, Dubai eGovernment.

"The AskDubai call centre has constantly been commended for its efficiency and professionalism in handling customer requests, which is a tribute to the entire staff at the centre. With the number of government departments joining AskDubai steadily increasing, in line with their strategy to provide most of their services electronically, we expect the contact centre to handle greater number of requests in the coming months."

The 15 call centre agents - representing various nationalities - felicitated during the ceremony included, Adil Mohamed Al Ali; Ammar Mohammed Al Attar; Ahmed Moin Al Masri; Mohammed Qassim Abdi; Shadi Salah Haffar; Syed Tahir Ahmed; Askar Al Sadi; Mohammed Rinawee; Moahmoud Kamal; Alyaa Ali Abdullah; Alia Abdulla Al Nuaimi; Safiah Muin Al Masri; Rumana Fatima Afsal; Maryam Mohammed El Hassan and Sanaa Al Qadi.

The government agencies that have joined the AskDubai service include Dubai Police, Dubai Municipality, Department of Economic Development, Dubai Customs, Dubai Land Department, Dubai Chamber, Department of Health and Medical Services, Dubai Airport Free Zone Authority, Dubai Civil Defence, Department of Civil Aviation, Dubai Autism Center, Awqaf and Minors Affairs Foundation (AMAF), Dubai Development Board and Dubai Public Prosecution.