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RTA call centres awarded

The RTA has clinched two Best Call Centre regional awards, presented by Insights Middle East, a leading institution offering specialist call centre services for the Middle East. The main RTA call centre (800 90 90) won the Best Government Call Centre Award in the Middle East, and the call centre dedicated to the toll gate system, Salik (800-SALIK) won the Best Medium Call Centre Award in the Middle East.

The two awards were accepted by Mattar Al Tayer, Chairman of the Board and Executive Director of the RTA, from Dominick Keenaghan, President of Insights, in the presence of Mohammed Obaid Al Mulla, RTA Board Member and Chairperson of the Customers Council; Yousef Al Rida, CEO of the Corporate Administrative Support Services Sector; Nabeel Mohammed Salih, Acting CEO of the Traffic and Roads Agency and several directors of the RTA.

Al Tayer expressed his pleasure with this achievement, which echoed the steps taken by the RTA to translate the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, relayed to the heads and directors of local authorities and departments last May, to improve the calibre of customer service offerings without resting on laurels. He also mentioned that the RTA winning these awards reflected its commitment to sort out suitable customer service solutions aligned with the highest international practices of the call centre industry.

“The RTA is keen on diversifying the channels of delivering customer services highlighted by modern communication technologies and online services. For this purpose, the RTA has chalked out an integrated strategy for converting service delivery format to the electronic mode in keeping with the vision and drive of the Dubai e-Government. The RTA assigns paramount importance to customers, and works tirelessly to simplify procedures and improve the level of services rendered to customers,” said Al Tayer.

“The RTA recently introduced several changes in the scope of services delivered to clients, where the main call centre has been transformed from a channel for merely responding to enquiries of callers and furnishing them with information, to an advanced operations and customer service delivery point. This is epitomised in the launch of services pertinent to the renewal of vehicle registrations, driver licences and the payment of traffic fines through a telephone contact with the call centre, which is the first service of its type in the Middle East. Now, customers can process their transactions related to the renewal of vehicle registration or driver licences, as well as payment of fines through four channels, namely the RTA web site, customer service centres spread all over Dubai, approved insurers and recently through a telephone contact to the call centre.

“The RTA’s main call centre responds to customer enquiries as regards to the services offered by the RTA, which exceed 150 services. The centre is manned by about 94 employees, who speak multiple languages and are being trained and qualified on how to offer the best customer service experience.

“The RTA call centre designated for the toll gates system branded as Salik is one of 36 centres managed by TransCore Co. worldwide. The centre offers a host of services, including the selling of Salik tags, activating Salik cards, sending SMS notifications, and recharging Salik accounts through the call centre, banks or Salik portal (www.salik.ae).

“The Salik call centre is operated by 60 employees hailing from more than 20 nationalities who speak more than 10 languages, and are supervised by six team heads,” elaborated Al Tayer.

Keenaghan said, “Companies operating in the region place much emphasis on adopting technological and customer-centric service options, given the rapidly growing customer expectations.”

Meanwhile, Al Rida said, “The RTA is making expeditious efforts to strike a strategic harmony that goes side by side with the operational aspects.”

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