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Dubai / Emirates Business
Dubai Electricity and Water Authority (DEWA) received over 1.4 million telephone calls in 2015. DEWA’s call centre, the Customer Care Centre, answered 665,343 calls, while a further 754,190 calls were managed by its Interactive Voice Response system, enabling DEWA customers to make use of its services smartly and efficiently. DEWA’s Customer Care Centre also received up to 93,000 emails from different customers with varying requests and requirements.
DEWA’s Customer Care Centre is composed of highly-qualified employees trained in providing excellent customer services. The multilingual team can communicate in Arabic, English, Hindi, French, and Urdu, among others.
“To support our vision to become a sustainable innovative world-class utility and in line with our commitment to ensure the happiness of all stakeholders, DEWA has adopted an integrated communications system that makes use of the latest and most advanced techniques and solutions to adhere to the highest standards of communication between DEWA, its customer service team, stakeholders and partners, contractors, and developers,” said Saeed Mohammed Al Tayer, MD and CEO of DEWA.
“In 2015, DEWA’s Customer Care Centre recorded a 93.76% quality rate for taking calls, and answered phone calls within an average of 12 seconds. The Mystery Shopper survey recorded a 98% result, the highest outcome globally,” added Al Tayer.
DEWA’s Customer Care Centre is composed of highly-qualified employees trained in providing excellent customer services. The multilingual team can communicate in Arabic, English, Hindi, French, and Urdu, among others.
“DEWA’s Customer Care Centre differs from others in the country and the entire region as it employs the use of two unique services. The Ash’ir (Arabic for ‘to signal’) service supports speech- and hearing-impaired customers. It is a live-video-chat service that uses sign language, and enables people with disabilities to communicate directly with DEWA’s call centre staff. The Hayak service is an online video-chat service that allows customers to communicate directly with DEWA’s call centre staff. It is available on DEWA’s smart app and website,” said Abdullah Al Hajri, Executive Vice President of Customer Services at DEWA.