Dubai, UAE, 6 September 2014: du invited local media to showcase the success of its Contact Centre in Fujairah, at a recent Knowledge Session held at the Contact Centre facility. Ismail Mohamed, Senior Vice President, Customer Operations, du, hosted the session, explaining the numerous factors that have helped du to achieve such positive customer care results at the UAE's first 100% Emirati managed and run call centre in the private sector.
Opened in 2011, du's Fujairah Contact Centre's employees are 100% Emirati. The centre was opened to provide a significant number of employment opportunities that empower UAE nationals from the northern emirates, who are unable to commute to other emirates for work.
The Contact Centre handles enquiries for Mobile Prepaid and Mobile Postpaid Emirati customers. In the current year, it has answered 94% of the calls received within 10 seconds. On average, a call to the centre lasts just 3.4 minutes, which is below the global benchmark of 4.6 minutes. In the post-call survey, Emirati customers rated the services with a satisfaction score of 91%.
Speaking at the event, Mohamed said: "We were the first company in the UAE private sector to open a 100% Emirati managed and run call centre. The success we have achieved over the years is a testament to the commitment our Emirati colleagues have to achieving nothing but success. We are proud of their efforts, and will continue to empower them in ways that will help them to continue to evolve on a personal and professional level."
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About du
We opened for business in 2006. We offer mobile and fixed telephony, broadband connectivity and IPTV services to individuals, homes and businesses. We also provide carrier services for businesses and satellite up/downlink services for TV broadcasters. As a rapidly-growing enterprise, we have a team of experts working to enhance and expand our bouquet of service offerings. Our people come from over 60 countries - we mirror the rich cultural diversity of our nation, while being able to serve our customers in a variety of languages.
We remain committed to providing fulfilling opportunities for quality talent in a cosmopolitan working environment. By the end of Q1 2014, more than 7.5 million individual customers and over 80,000 businesses have chosen to use our services. In 2013 we were awarded the Dubai Chamber CSR Label for the second year in recognition of our continuing commitment to CSR best practice and the Small Energy Award - Golden Category at Emirates Energy Award for our LEED platinum-certified Fujairah retail shop. We were also awarded with the Premier Plan Best Business Service commsMEA awards in 2013 and the award Best Cloud Provider for Datamena at Telecom Review Industry Awards.
du is 39.5 percent owned by Emirates Investment Authority, 20.08 percent by Mubadala Development Company PJSC, 19.5 percent by Emirates Communications and Technology LLC and the remaining stake by public shareholders. du is listed on the Dubai Financial Market (DFM) and trades under the name 'du'.
For further information, please contact:
Maryam Al Balooshi
PR Lead(Corporate)
Brand & Communications
du
Mobile: +971 55 953 0523
Email: maryam.albalooshi@du.ae
Reka Sepsy
LeoComm PR
Tel: +971 4 367 6154
Mobile: +971 55 220 68 20
Fax: +971 4 367 2615
Email: reka.sepsy@leocommpr.com
© Press Release 2014
