RTA Briefs Qatari Delegation On Processes Of Call Center, Dubai Metro Control Center

The delegation hails the achievements made, adoption of best global standards

The Roads & Transport Authority (RTA) has recently received a delegation from the General Directorate of Borders Passports & Expatriates Affairs in the Ministry of Interior, Qatar to brief them on the best programs & systems in use at RTA Call Center and Dubai Metro Control Center at Rashidiya with the aim of exchanging expertise to improve the quality of service offering.

The delegation was received by RTA Board Member Mohammed Obaid Al Mulla, Director of Customers Service Ahmed Mahboob, and several other officials who accompanied the delegation in a tour to the Call Center to brief them on the mechanism in place as well as the sophisticated technological systems applied.

Al Mulla praised this visit of the Qatari delegation citing that it reflected the spirit of cooperation & communication between the two sister countries in their quest for realizing their common objectives & aspirations for achieving excellence and upgrading the customer service experience to bring it at par with world-class standards.

“During the visit to the Call Center, we shed light on the precise work mechanism in place at the Center which acts as a link between customers and the RTA. The delegation also reviewed the multiple channels of communicating with the public such as the toll-free number 8009090, e-mail, and fax among others; which help communicate the voice of customers to the RTA, be it in the form of suggestions, questions, queries or complaints. Such course of action helps RTA executives and officials work out appropriate and customized solutions in their respective job scopes, besides that, ideas put forward by customers assist the RTA in upgrading its business process in various fields,” stated Al Mulla.

A thorough explanation was made to the visiting delegation about the processes of the Call Center where it reviewed the Key Performance Indicators (KPIs), the level of service delivered, and the key systems used in the Center such as Wojhati (Journey Planner) which helps public transport commuters make prior plans for their daily travels based on accurate real-time information provided round-the-clock. The delegation was also acquainted with the licensing systems and the Customers Relations Management (CRM) system in place through identifying various complaints & suggestions and sorting them out using new mechanisms.

The visiting delegation was also keen on familiarizing with the Interactive Voice Response (IVR) system for picking up incoming calls automatically; which helps distribute the calls to the respective employees according to their specialities. The review also touched on the achievements made by the Center over the last few years such as scooping the Best Call Center in the Middle East Award 2009, and the Best Government Call Center in the Middle East (Support Category) Award 2012.

The Qatari delegation commended the achievements of the Center and the advanced systems in place; which merited it to be a worthy winner of several awards across the Middle East.

The delegation also paid a visit to the Metro Control Center at Rashidiya where it was received by Adnan Al Hammadi, CEO of Rail Agency, who escorted the visitors in an introductory tour of the Center; which acts as the watchdog of the daily rail traffic to ensure the safety of network users.

Al Hammadi highlighted the work mechanism of the Center and its key role in monitoring & controlling rail systems, stations and depots to identify faults early on and fix them in order to ensure high levels of rail operational efficiency and safety. He also pointed to the role of employees who spare no effort in screening all aspects of the metro traffic, stations on the Red & Green Lines, and auditing all processes.

The delegation was also briefed on the security systems adopted in the Center in collaboration with the Transport Security Department of the Dubai Police; which runs a closed television circuit under the supervision of a Security Officer whose job is to monitor images fed by surveillance cameras in order to cope with various security incidence at stations, improper conduct on the part of the public, and complaints & feedbacks received among others. The Officer may intervene directly and communicate with station officials to contain the issue in a proper manner that ensures the safety of the public in particular.

The visiting delegation lauded the effective role of the Control Center as it caters to the security of the Dubai Metro stations and passengers, adopts best-in-class monitoring & security systems in the world, and boasts state-of-the-art specifications highlighted by the unique shape meticulously designed to fit the job nature

 

Emirate:  Dubai

Date: Jul 22, 2012

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