Thursday, Apr 12, 2012
Gulf News
Dubai: Du says 90 per cent of its customers are happy with its service both through call centres and online.
It revealed in a report yesterday that its contact centre received more than 3.6 million calls in the fourth quarter of last year, with 3.3 million answered to the satisfaction of its customers, according to its internal benchmarks and mystery shoppers.
The report added that of the 85,049 emails it received over the period, 100 per cent were dealt with.
It resolved 34,039 trouble tickets from business customers and 119,162 from consumers, 100 per cent of which were dealt with and resolved.
The average waiting time through its call centres, Du said, was eight seconds, down from nine seconds in 2011 but up from six seconds in 2010.
The average handling time for complaints clocked in at 40 seconds.
However, more than 8.5 per cent of callers abandoned their calls.
Staff Report
Gulf News 2012. All rights reserved.
