Press Releases
10 Feb 2018
Call Centre receives 2.2m calls in 2017
(Sign-off rate of Lost & Found cases hits 99%)
The Roads and Transport Authority (RTA) announced that its Call Center had received 2,249,386 calls in 2017, and the targeted response time of 20 seconds per call had covered 86.13% of total calls. The Centre has also received 61,288 reports about lost items and found more than 65% of them, recording a sign-off rate of 99%. Additionally, Madinati system has received 22,177 reports.
Ahmed Mahboub, Executive Director of Customers Service, Corporate Administrative Support Services Sector, RTA, said, “The number of calls picked up by the Call Center (8009090) had exceeded 2.2 million calls last year. The number reflects the extent of interaction between the Center and RTA clients whose services, inquiries, suggestions, complaints are quickly responded to. Recording such a high response rate is also indicative of the multiple and diverse services provided by the RTA to the public.”
“The Call Center has made outstanding achievements underscoring its success in realising its tasks. The Centre has launched the e-payment portal through the Interactive Voice Response (IVR) system in May 2017 enabling customers to process their transactions without seeking assistance from the staffs attending to the phone service. The service was well received by the public as evidenced by the processing of 23,094 transactions through the service. The RTA always seeks to enhance its Third Strategic Goal (People Happiness) and considers it the backbone of its strategy for improving services and the means of delivering them via smart gadgets,” added Mahboub.