Roads & Transport Authority - News Details

Dubai’s Roads and Transport Authority (RTA) has won the Best Government Call Centre award presented by the New York, USA based IQPC INTERNATIONAL. The awarding took place during Middle East Customer Experience Excellence Week, recently held Dubai.

Yousef Al Redha, CEO of Corporate Administrative Support Services Sector, was pleased with the award as it reflected the high profile of RTA’s Call Centre (8009090), especially given the intense competition from about 40 public and private entities. 

“The capabilities of the Centre are reflected in the remarkable response to various needs and expectations of RTA customers in terms of multi-communication channels, and the high technology systems in use. Such advancements contributed to raising the number of calls handled by the Centre to more than two million calls. The response time to 90% of calls dropped to 11 seconds per call, which is significantly less than the targeted time of 20 seconds provided for in our plan,” he explained. 

“The award adds further glory to the Call Centre that has a long list of 45 local, regional and international awards. The Centre is supported by a highly professional team that pays every attention to delivering quality services. Several projects have been undertaken to revamp the business of the Centre such as the IVR, self-completed customer surveys, e-payment through the IVR system and other initiatives for the benefit and convenience of RTA clients.