Sunday 27, December 2015

Dubai – MENA Herald: “At du our customers come first – we have always made the extra effort to actively listen to them and tailor our products and services to meet their needs. This is the reason we give them so many customer service touch points, and also why we are constantly upgrading our call centre offerings to ensure that we provide the best services possible,” said Ismail Mohammed, Senior Vice President, Customer Operations, du, on winning the award.

du was recognised for its call centre’s unwavering commitment to its customers with two awards for its best in class call centre and technology at an awards ceremony held at The Address Dubai Mall recently. Rashid Qayed, Director Consumer Contact Centre Operations at du collected the award for Best In Class Call Centre 26-100 Seats, while Jassim Juma, du’s Senior Director of Service Excellence and Support received the Best Use of Call Centre Technology award on behalf of du.

du’s Fujairah Call Centre, which is 100% run by Emiratis, 95% of whom are Emirati Women, was nominated under the category of Best In Class Call Center 26-100 Seats, and its win is testament to its dedication to excellence in achieving trademark Call Center KPIs, such as High Customer Satisfaction rate, Grade of Service, Quality of Service, Wait Time and the like. In the Best Use of Call Center Technology category, du showcased its interactive voice response (IVR) revamp for improving the overall customer experience and enhancing technological use within our Call Centers. du demonstrated the ways in which it optimised its IVR based on the best and most innovative industry practices related to Call Center IVR.

du’s Call Centre services were also recognised during UAE Innovation week at the 4th UAE Ideas Conference and Awards for Innovation in Promoting, Encouraging and Empowerment of UAE Citizens. The primary theme behind the award submission was based on du’s 100% Emirati run Fujairah Contact Center where more than 95% of the staff are Emarati Females serving Emirati customers in a most efficient and effective way.

“We are very pleased to have received recognition for our customer service offerings. Receiving this honour further entrenches our goals to provide unsurpassed services to our valued customers. We are setting the customer service benchmarks in the UAE, paving the way for other businesses to improve their offerings and contribute to promulgation of the UAE’s customer service offerings,” added Mohammed.

du is promoting, encouraging and empowering UAE Citizens by adopting best practice innovative industry techniques and tools leading towards the modernisation of contact center and service excellence.