Business Partners, Employees and Visitors to Benefit
Dubai - TECOM Investments, a member of Dubai Holding, today announced a completely revamped Complaint and Feedback Management System called 'VOICE IT' to effectively raise its service level bar to match global best practices.
The fully automated system aims to capture complaints, feedback and suggestions, as well as compliments from business partners, employees and visitors. The information will be automatically channeled back to specific business units, or departments, for investigation and resolution.
Abdullatif AlMulla, CEO of TECOM Investments, said: "An efficient complaints & feedback handling system helps improve the quality of products and services, understands customer expectations, concerns and needs, and leads to a better business reputation. Handled correctly, even a complaint, or negative feedback, can become a valuable learning tool in any organization."
"At TECOM Investments we place excellence at the forefront of every initiative as we aim to create a strong customer service oriented culture. The revamp of the system is in line with our continuous focus on providing the best services to our customers. VOICE IT is a step in this direction and it will facilitate improved communication links between TECOM Investments and our stakeholders. It will play a vital role in streamlining the complaints handling procedure and increasing our customer satisfaction level."
A vital stage of the complaints handling process in TECOM's VOICE IT is the settlement phase. The online system can be accessed by TECOM call agents and the pre-designated Complaint Focal Points (CFP), back-up CFP and Escalation Points in Business Units through the 'etecom' staff Portal.
Business Partners, their employees, or visitors to the zone can access the system by calling TECOM's dedicated toll free number 800 100 000 to register complaints, feedback, suggestions & compliments. These may be communicated to TECOM Investments via e-mail, fax, letter, phone or by walk-in visits and will be registered on VOICE IT.
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About TECOM Investments
TECOM Investments, based in Dubai, is a subsidiary of Dubai Holding, a global company dedicated to knowledge and life-improving industries. A creator of vibrant knowledge industry clusters, TECOM Investments is currently active in buoyant cutting-edge sectors like ICT, Media, Education, Biotechnology and Energy.
A recognized leader in the global knowledge industry, TECOM Investments manages entities like Dubai Internet City, Dubai Media City, Dubai Knowledge Village, Dubai International Academic City, eHosting DataFort, International Media Production Zone, Dubai Outsource Zone, Dubai Studio City, DuBiotech and Enpark.
TECOM Investments' phenomenal growth also encompasses local and international joint venture interests like Empower, a district cooling service provider established as a joint venture with Dubai Electricity and Water Authority, Emirates International Telecommunications Limited, a joint venture with Dubai Investment Group and SmartCity, a joint venture formed with SAMA Dubai to develop and manage knowledge industry townships worldwide.
Emirates International Telecommunications Limited holds a stake in Tunisie Telecom and a stake in Maltacom, telecommunication carriers in Tunisia and Malta respectively. SmartCity has already laid the foundations of a global network of knowledge driven clusters through agreements to develop SmartCity Malta and SmartCity Kochi.
TECOM Investments also has interests in Axiom, the largest mobile distributor in the Middle East, and Interoute, the operator of Europe's most densely connected voice and data network.
For more information, please contact:
Rami Adwan
Asociate Account Manager
JiWin Public Relations
Tel: + 971 4 361 3586
Email: Rami.Adwan@jiwin.ae
Angelina Wong
Senior Account Executive
JiWin Public Relations
Tel: + 971 4 369 2834
Email: Angelina.wong@jiwin.ae
© Press Release 2008
