RTA receives 600K calls in 3 months
dubai — Close to 600,000 calls were attended to by the Roads Transport Authority in the first three months of this year.
The RTA’s call centre (8009090) has received a total of 598,204 calls during the first quarter of 2017 at a response rate of 10 seconds per call, which compares well with the planned response period of 20 seconds per call. Last year, the call centre handled 529,495 during the same period.
Ahmed Mahboub, executive director of customers service at RTA’s corporate administrative support services sector, said: “This healthy increase is attributed to the huge efforts and excellent performance of the teams to ensure a quick response to the needs of customers in a record time despite the numerous services on offer. In line with our government’s directives to rank Dubai the smartest city in the world, and in response to the Smart City initiative of Dubai Government, the Call Centre is focused on offering multiple eservices using hi-tech systems.
During the first quarter of this year, the centre has processed 88,061 transactions through the IVR System and has also processed 31,884 transactions via e-mails; recording a 12 per cent rise over the figure over the same period last year. It has finalised 5,708 transactions relating to driver licences, vehicles and payment of fines, which reflects a massive increase of 54 per cent when compared to the same period last year.
Transactions and inquiries channelled through chats amounted 39,872 transactions; which reflects a whopping increase of as much as 3701 per cent over the same period last year. Madinati observations clocked 6,705 cases during the first quarter of this year recording an 11 per cent increase from the same period last year, and the sign-off rate of cases amounted to 99.7 per cent.