(MENAFN- Khaleej Times) The authority attributes the drop in calls to 14 different contact channels
The communication centre at the emirates identity authority (eida) on wednesday reported a significant drop in the number of enquiry calls in the first half of this year compared to the same period last year.Attributing the drop to 14 different contact channels eida said the centre received 392000 calls during the first half of this year as compared to 837000 calls last year during the same period. the authority also said 98.1 per cent of these calls have successfully been responded to.“there are 14 channels of communication available to customers to reach the authority” said nasser al mazrouei executive director of services centres operations. “these include the website of the authority that offers services such as online filling of application forms direct conversation application status enquiry and contact the director general. he added that the authority has very active social media accounts such as facebook twitter and google plus. “the toll-free number 600530003 and sms services are also there. besides customers can visit the services centers of the authority across the country and register their complaints” he elaborated.“the communication centre answered 87 per cent of the calls within 15 seconds during the past six months. while 50 per cent of the calls were about card application status 42 per cent comprised general enquiries and eight per cent observations and suggestions” said nasser al mazrouei executive director of services centres operations. he said the centre which functioned round the clock throughout the week received calls via automatic answering services and direct contact in three languages — arabic english and urdu.“forty one per cent of the calls answered were in arabic 48 per cent were in english and 11 per cent in urdu” said al mazrouei. “while the automatic answering service responds to calls in three languages customers can speak to the centre in 16 languages.“the staff at the centre is well-trained. the average time to solve an issue is two minutes and thirty seconds. the services offered at the centre include interactive voice response automatic distribution of calls sms services e-mails and direct conversations. the centre also helps customers follow up on their transactions learn about all aspects of emirates id and register their grievances.”The official further added that the drop in the number of calls by 53 per cent this year as compared to last year was due to the leap the authority had achieved in its communication and interaction with the customers.Al mazrouei further advised customers to take advantage of the ‘ask hamad’ direct interaction programme on the authority’s website. he said the service launched around five months ago is now receiving around 1100 contacts in a week and 84 per cent of these are in arabic and the rest in english.Newskhaleejtimes.com
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