Dubai: Following repeated complaints from residents about the inefficiency of its call centre, the Dubai Roads and Transport Authority has decided to cancel the contract with the outsourced call centre and open its own Contact Centre with improved services.
"We have taken a strategic decision to set up a full fledged Contact Centre after studying that the existing outsourced call centre can no longer accommodate our increasing volume of services, calls and customer relation issues," Laila Ali Bin Hareb, Director of the Customer Service Centre and Acting Director of Communications and Marketing Department at the Roads and Transport Authority (RTA).
A large number of residents, especially motorists, have been struggling to get information or have their complaints processed through the present call centre. Motorists have been sending letters and e-mails to Gulf News complaining about the lacklustre response from the call centre.
No response
A large number of people who got in touch with the call centre said they did not get a response to their calls or their calls were abandoned. Laila acknowledged that there was a problem and the new Contact Centre will resolve the issue.
"The current call centre was outsourced when it started operating in March 2006, just months after RTA was formed.
"It was a quick decision because we needed to have a call centre to serve customers, but the number of callers has increased by more than 200 per cent over the last two years and we feel there is a need to improve the service," she said.
Laila said the call centre number 8009090 currently receives around 5,000 calls every day.
It means 208 calls per hour. There are only 15 people at the Contact Centre to take these calls and refer them to the departments concerned in the RTA for action.
"There has been a huge rush of customers who call for various services from Salik accounts to parking, roads and traffic, vehicle registration and driving licensing issues in addition to giving suggestions and reporting hazards on the road," said Laila.
The call centre received 63,000 calls in January 2007, 84,000 in July 2007, while the number increased to 150,000 in February 2008.
Well-trained
She said the new Contact Centre, which would be ready within six months, would be interactive.
"It will not only provide customers information about services but they will also be able to check traffic fines, traffic congestion, road diversions and alternate routes," she said.
The staff at the new centre will be well trained and will have all the answers to the customers' complaints related to RTA services.
"Once established, customers will experience the difference in services," she said. She said the response time to customers' calls would improve and they would also be informed about the status of their complaints.
The existing call centre receives different types of calls, including complaints, inquiries about service, suggestions and reporting about road hazards.
Log on to complain
People who have any complaints or inquiries should call the Call Centre on 8009090 and should get the reference number for their complaint for follow up.
They can also log on to RTA's website www.rta.ae and file an e-complaint. They can also send an e-mail to RTA on info@rta.ae.
If their complaints are not addressed, they can visit RTA's Main Customer Service Centre at the RTA headquarters in Umm Al Ramool in Dubai. They can also visit the main RTA offices in Deira and Bur Dubai to register their complaints.
They can also register their complaints at RTA offices at the main bus stands.
Soon, she said, RTA will set up internet kiosks in all its offices and even in shopping malls to register complaints or get other services.
By Ashfaq Ahmed
© Gulf News 2008
