DEWA handles over 809,000 customer calls in 2012
Service centre has 115 staff and IVR system to boost customer care
Dubai Electricity and Water Authority (DEWA) has reported that its Customer Service centre in Al Romool has received over 809,000 customer calls so far in 2012, with DEWA call centre employees answering 382,000 of the total. DEWA’s Interactive Voice Response (IVR) system handled the remaining 427,000 customer queries over the same period.
“In line with HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai’s vision for the Emirate of Dubai to be the main economic, business and tourist hub in the region; DEWA is working on enhancing its electricity and water services to an excellent level. The customer care department is a core and strategic operation for achieving such success and is always working toward expressing DEWA’s message and call for customer satisfaction. This highlights DEWA’s contribution to Dubai’s vision in one key area of the organisation,” said HE Saeed Mohammed Al Tayer, MD and CEO of DEWA.
DEWA’s call centre is accessible 24 hours a day, on weekends and during public holidays.
“Call centre employees at DEWA received what nears to 223,000 calls on the DEWA customer care emergency line during the first half of 2012 which equals 1,228 phone calls per day. The centre also received up to 158,000 calls to their billing line which equals 869 calls per day. The numbers which were announced on July XX (sic), 2012 also indicate the quality of the calls arriving at 92.17% quality,” said Amal Al Suwaidi, VP of Customer Relations at DEWA.