Highlights
- Facility to be renamed as 'Customer Care Center'
- Addition of Malayalam and Urdu languages, services provided in 4 languages
- Future plans announced to offer integrated customer care line
- More then 1,350 staff handling over 5 million calls per month
- >90% numbers from directory enquiry service are correct
- First operator in world to offer 181 'Textback' as free service
- 181 successful > 99% of calls for numbers which are listed
- Customer Service Provider of the Year 2006 - Comms MEA
- Total CAPEX investment exceeds AED 100m since start of operations
Ajman, 08 March, 2007: Etisalat today announced it has exceeded AED 100 million in total capital investment in customer care since opening its own contact center in 2000. This investment is enabling the Etisalat Customer Care Center to achieve consistently high quality service delivery to more then 5 million customers every month. Etisalat's contact center operations have been renamed to mark this achievement. The facilities will now be named 'Customer Care Center', both highlighting and reinforcing Etisalat's commitment to provide its customers (both Consumer and Business) with the highest possible quality of service.
Etisalat is also upgrading its interactive services and customers will soon be able to access the majority of Etisalat's customer services and high-end technical support services in four languages. Malayalam and Urdu services will be added to compliment the existing Arabic and English menus. At the start of the telephone call, the user will reach a revised and simplified Interactive Voice Response (IVR) system where he will be presented with the option of choosing one of the four languages available. The redesigned IVR application will allow customers to access customer care and support for E-Vision services (800-5500), Internet Support (8006100) and Mobile Value Added Services (8006464) by dialing one number - 101. These services will be in addition to all the services currently offered through 101. This service is presently being tested and implementation is planned in the coming months.
Etisalat is also a pioneer in interactive services through Etisalat Online Services which allow customers to manage conveniently manage their accounts. At the click of a button, bills can be paid wherever and whenever. Customers can access these services by logging onto the Etisalat Web site, and clicking on 'Etisalat Online Services' located under 'My Account'.
Etisalat has operated under ISO 9001:2000 standards since 2003. In 2006, Etisalat was awarded Customer Care Provider of the Year by Comms Middle East and Africa magazine. This year, The Customer Care Center has started the process for achieving Customer Operations Performance Center (COPC) certification, which is the highest certification that can be achieved by any contact center.
Etisalat Online Services - Reliable, easy and secure.
Etisalat @ your fingertips
With Etisalat Online Services, managing your Etisalat account is easy. You can view your bills, pay them and do lot more at the click of a mouse - whenever and wherever you wish with complete confidence and security. Etisalat Online Services offer you a great new way to transact with Etisalat. Simply log on to our website, click on "Etisalat Online Services" under " My Account" menu and enjoy our services anytime, anywhere. Now you have more freedom and energy to spend on other things!
What can I do at Etisalat Online Services?
Once you register online, you can view all related information pertaining to your account, such as:
a. Your current months' bill up to the last hour
b. Your last 3 months bills
c. Your billed amount against your accounts
d. Your current due amount
e. The status of your payments
f. The payment history of your accounts
g. Your call details*
You can also securely and conveniently settle your bills with us for the following:
a. Your postpaid mobile account
b. Your standard fixed line
c. Your Internet Dial-up connection
d. Your Al-Shamil Broadband connection
e. Business One
f. e-Vision
g. WebFax
What else can I do with Etisalat Online Services?
Wasel Recharge and Renewal
You can swiftly and easily recharge your Wasel account, as well as your family's and friends' Wasel accounts, while enjoying 10% extra credit by using your credit card. You may also settle your Wasel renewal through our website.
Account Management
You can link all your Etisalat accounts and get a consolidated list of facilities, value added services and renewal due dates.
Change your billing address
You can now conveniently change your billing address online, securely and hassle-free.
Online Fault Reporting
If you encounter any faults on your standard fixed line account you can now report them online and track their status easily.
Now you can select your very own mobile number online. Once purchased, your Wasel4me Prepaid card will be delivered to your doorstep within 24 hours for just AED180. You can also report and replace lost, stolen or expired SIM cards online or call Wasel4me on 7000 11 111.
-Ends-
Press release issued by Corporate Communications Department - Etisalat
For further media information, please contact:
Ahmed Bin Ali, Vice President Corporate Communications
Tel: 02 6182173
Fax: 02 6334448
prd@etisalat.ae
www.etisalat.ae
© Press Release 2007
