The Dubai Economy call centre recorded an unprecedented number of calls and emails during the lockdown. The call centre attended 103,860 calls and responded to 27,395 emails, when coronavirus cases peaked in the country, between March to June 2020. This was an increase of 180 percent in incoming calls and 200 percent on emails as compared to the same period last year. A majority of the enquiries were related to restrictions in place in the emirate to prevent the spread of the virus.
In a press release, Director Customer Happiness Department at Dubai Economy, Hanadi Eid said, “(The high volume of calls) … was due to the impact of Covid-19 and the subsequent National Disinfection Programme. The closure of most services in the country – except for vital sectors – resulted in many enquiries from customers regarding the procedures to be followed in these circumstances.”
The most common questions asked by the public and members of the business community during the lockdown were about the closure of different sectors, the resumption of activities in the emirate and the support being provided by the government to business owners during these challenging times.
The call centre agents were trained according to international best practices and provided with the latest COVID-19 updates so that they could assist callers efficiently with their concerns and queries. In addition, Dubai Economy monitors all calls via interactive screens to evaluate the team’s performance and facilitates the recording and transmission of complaints to the relevant departments via their CRM system.
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Eid said that Dubai Economy is working towards further strengthening its customer service department. For any queries, the public can contact Dubai Economy’s call centre on 600 54 5555 or by sending an email to info@dubaided.gov.ae