Contact Centre C-SAT score of 90%; scored 86% by Mystery Shopper Surveys
72% First Call Resolution at Contact Centre for consumer fixed and mobile services
85% of calls answered in 20 seconds; average wait time reduced to 13 seconds in the last quarter of 2011
Emirates Integrated Telecommunications Company PJSC ('du') today released its inaugural Quarterly Reporting System, demonstrating Customer Service Report scores for the year 2011. This is the first of its kind report for both the region and the industry, demonstrating improvements and transparency in Customer Service Channels from 2010. The full report is available Click here.
Placing customer satisfaction as a top priority, du has established and implemented Customer Service parameters with the aim to elevate the level of service, to improve upon its target standards. These improved, streamlined systems have introduced higher efficiencies through du's Contact Centres email, Directory Inquiries and social media channels leading to quicker resolution and a higher level of customer satisfaction.
"The Customer Service Report is a first of its kind report initiated by any telecom service provider in the UAE that lends itself to demonstrate improvements and transparency in the area of Customer Service. At du, we are committed to constantly streamline our systems and processes to improve and evolve customer service experiences," said Farid Faraidooni, Chief Commercial Officer, du.
"A milestone which is dear to us was the opening of a new customer care centre in Fujairah in 2011, which is managed and staffed entirely by UAE nationals to provide local voices for local support." He added
Highlights for Customer Service Report Q4 2011: 
- Contact Centre achieved Customer Satisfaction (C-SAT) of 90% from internal scores; 86% from Mystery Shopper scores
- 72% first call resolution at Contact Centre for consumer fixed and mobile services
- 85% of calls answered in 20 seconds; average wait time reduced to 13 seconds
- 73% of billing related enterprise trouble tickets resolved within seven day SLA and 78% non-billing related enterprise trouble tickets resolved within two day SLA
- 92% of billing related consumer trouble tickets resolved within seven day SLA and 69% non-billing related consumer trouble tickets resolved within two day SLA
- 85,049 emails answered in Q4 2011 within 24 hour SLA
- Average Handling Time for Directory Service enquiries reduced to 39 seconds
- Over 70%of social media enquiries (through Twitter and Facebook) resolved within two hours
Q4 2011 Traffic Report
In Q4 2011, du's Contact Centre received 3,638,800 calls. Of these, 3,370,455 were answered, to a customer satisfaction of 90% by internal scores, and 86% by Mystery Caller scores. A total of 153,201 Trouble Tickets were issued with 100% handle rate. We received 85,049 emails, also with a 100% handle rate. Directory inquiries received 615,196 queries, of which 586,025 were handled. Social media channels received 5,163 enquiries with a 100% resolution rate.
du's Contact Centres are operating with improved processes and on-going staff training continuing to increase speed and efficiency. du's Contact Centres displayed an Average Waiting Time (AWT) of 13 seconds in Q4. The First Call Resolution (FCR) stands at 72% for the consumer segment. Using third party Mystery Caller matrix, du's Contact Centre received an 86% C-SAT score.
At present, the Average Handling Time (AHT) stands at 241 seconds per call, with constant efforts being undertaken to further improve the customer experience and process.
A cumulative total of 3,638,800 queries were received by our Contact Centre.
· Contact Centre: Consumer mobile data for Q4, 2011
- 3,191,017 consumer mobile queries were received; 2,947,875 were answered
- 84% of consumer mobile queries were answered within the Service Level Agreement (SLA) of 20 seconds, as compared to 79% in 2011 and 64% in 2010
- Average Waiting Time (AWT) for consumer mobile enquiries was 13 seconds, compared to 21 seconds in 2011 and 37 seconds in 2010
- Average Handling Time (AHT) for consumer mobile enquiries was 228 seconds, as opposed to 234 seconds in 2011 and 237 seconds in 2010
· Contact Centre: Consumer fixed service data for Q4, 2011
- 149,096 consumer fixed service queries were received; 142,104 were answered
- 92% of consumer fixed service queries were answered within the SLA of 20 seconds, equal to 92% in 2011 and an improvement from 44% in 2010
- Average Waiting Time for consumer fixed service enquiries was 6 seconds, compared to 9 seconds in 2011 and 165 seconds in 2010
- Average Handling Time (AHT) for consumer fixed service enquiries was 440 seconds, as opposed to 465 seconds in 2011 and 452 seconds in 2010
· Contact Centre: Enterprise mobile data for Q4, 2011
- 227,087 enterprise mobile queries were received; 214,422 were answered
- 87% of enterprise mobile queries were answered within the SLA of 20 seconds, compared to 82% in 2011 and 58% in 2010
- Average Waiting Time for enterprise mobile enquiries was 8 seconds, compared to 13 seconds in 2011 and 32 seconds in 2010
- Average Handling Time for enterprise mobile enquiries was 295 seconds, as opposed to 293 seconds in 2011. In 2010 however, AHT was 261 seconds
· Contact Centre: Enterprise fixed service data for Q4, 2011
- 71,600 enterprise fixed service queries were received; 66,054 were answered
- 87% of enterprise fixed service queries were answered within the SLA of 20 seconds, compared to 80% in 2011 and 51% in 2010
- Average Waiting Time for enterprise fixed service enquiries was 15 seconds, compared to 27 seconds in 2011 and 85 seconds in 2010
- Average Handling Time for enterprise fixed service enquiries was 212 seconds, as opposed to 253 seconds in 2011 and 298 seconds in 2010.
Customers' preferred language for Contact Centre:
• Arabic 18%
• English 29%
• Hindi 21%
• Bengali 20%
• Malayalam 12% 
In 2011, du answered 241,572 emails, with 85,049 emails receiving responses in Q4 2011. In comparison, du received 256,881 emails in 2010. Emails were received through customer.care@du.ae and business.customercare@du.ae.
All emails were responded to within the SLA of 24 hours.
The total number of enterprise emails received in Q4 2011 was 59,409 (25,764 enterprise fixed services, 33,645 enterprise mobile services). In 2011, du received 170,512 enterprise emails (71,658 fixed services, 98,854 mobile services), while in 2010 there were 130,555 enterprise emails received (99,155 fixed services, 31,400 mobile services).
The total number of consumer emails received in Q4 2011 was 25,640 (10,584 consumer fixed services, 15,056 consumer mobile services). In 2011 , du received 71,060 consumer emails (32,458 fixed services, 38,602 mobile services), compared to 126,326 consumer emails received in 2010 (87,625 fixed services, 38,701 mobile services).
Directory Service
Call traffic experienced for Directory Service inquiries during Q4 2011 stood at 615,196, with 586,025 calls attended to, with 88% of these answered within du's SLA of 15 seconds - Average Waiting Time was 8 seconds, and Average Handling Time was 39 seconds.
In 2011, Directory Service received 2,313,425 inquiries, 2,187,225 of which were answered with an AWT of 9 seconds, resulting in 87% of calls within the SLA of 15 seconds. AHT for 2011 was 40 seconds.
In 2010, Directory Service answered 1,937,826 of the 1,983,951 inquiries received, with 94% of calls answered within the SLA (with an Average Waiting Time of six seconds). Average Handling Time for 2010 was 40 seconds.
Customers' preferred language for Directory Inquiries:
• Arabic 68%
• English 29%
• Hindi 3%
du's social media channels, @dutweets on Twitter and www.facebook.com/du.and.friends, received a total of 3,860 interactions in Q4 2011. Of 3,163 Tweets received, 2,000 were customer service-related, as were 41 of Facebook's 697 fan comments.
The majority of social media queries were resolved within two hours. Three-quarters of interactions were regarding mobile inquiries. 
In Q4 2011, du received 16,892 requested for enterprise service activations, 89% of which were fulfilled within the telecom's 2 day SLA, with 92% being completed within 7 days. During the entire year, 65,137 requests were received.
For consumer service activation requests, of the 17,820 received in Q4, du processed 99% within the two day SLA, and 100% within seven days. 76,260 requests were received in 2011.
During Q4 2011, du received and successfully resolved 34,039 Trouble Tickets for Enterprise and 119,162 for Consumers.
The total number of tickets handled in 2011 was 583,000. In 2010, this number was 411,084.
Enterprise
Billing tickets:
- 10,943 trouble tickets were issued for enterprise billing queries
- du resolved 73% of these within its seven day SLA (compared to 47% in 2011 and 31% in 2010)
- du resolved 97% of these within its 30 day SLA (compared to 81% in 2011 and 77% in 2010)
Non-billing tickets:
- 21,652 trouble tickets were issued for enterprise non-billing queries
- du resolved 78% of these within its two day SLA (compared to 69% in 2011 and 58% in 2010)
- du resolved 95% of these within its seven day SLA (compared to 90% in 2011 and 79% in 2010)
Consumer
Billing tickets:
- 28,949 trouble tickets were issued for consumer billing queries
- du resolved 92% of these within its 7 day SLA (compared to 61% in 2011 and 48% in 2010)
- du resolved 100% of these within its 30 day SLA (compared to 88% in 2011 and 73% in 2010)
Non-billing tickets:
- 77,903 trouble tickets were issued for consumer non-billing queries
- du resolved 69% of these within its 2 day SLA (compared to 52% in 2011 and 28% in 2010)
- du resolved 95% of these within its 7 day SLA (compared to 88% in 2011 and 66% in 2010)
-Ends-
Data represented is taken as an average based upon:
- The number of calls received at du's Contact Centres
- The number of emails received at customer.care@du.ae and business.customercare@du.ae
Contact du
For mobile enquiries
Email: customer.care@du.ae
Call: 155 (direct from your du mobile) or
800 155 (from any UAE phone)
+971 55 5678 155 (from overseas)
Fax: +971 4 365 6555
For home enquiries
Email: customer.care@du.ae Call: +971 4 390 5555 (from any phone)
Fax: +971 4 365 6555
· Business enquiries
For mobile enquiries
Email: Care.Business@du.ae
Fax: +971 4 3699 911
For fixed and other services enquiries
Email: Business.customercare@du.ae
Fax: +971 4 391 8867
Call: 188 (direct from your du mobile) or
800 188 (from any UAE phone)
Call: +971 4 3699 188 (from overseas)
du office
Call : +971 4 360 00 00
Location: Al Salam Tower, Dubai Media City, Dubai, UAE
P.O Box : 502666 Dubai, UAE
© Press Release 2012
