The Roads and Transport Authority (RTA) announced that Salik Call Center had handled about 1.3 million calls received from the public from the start of this year 2015 until November last.
Calls received were highlighted by inquiries about balance, outstanding journeys, activation & addition of vehicles, change of mobile phone numbers, offences and objections. The Center has also dealt with about 35 thousand electronic messages and furnished responses to them during one working day in average.
“The Center is dealing directly with the public in supplying information, serving customer needs, and delivering 24/7 services by handling calls at a rate of 4500 to 5000 calls per day. All inquiries are attended to and customers are provided with the information they require, and are assisted to avail Salik Services,” said Engineer Maitha bin Udai, CEO of RTA’s Traffic & Roads Agency.
Maitha narrated the services of the system saying: “It covers setting up a new Salik account, managing Salik accounts, submitting applications for modifying details of Salik accounts, updating vehicles status, adding /removing vehicle registrations, submitting objections to Salik offences, receiving complaints & suggestions, and caring for feedbacks received from individual or corporate customers as well as public & private entities. The Agency is keen on attending to all Salik channels open to customers, including the Call Center; which is considered one of the key service-providing channels.”
Commenting on the work procedure, Maitha said: “Salik Call Center is manned by 85 employees comprising 3 supervisors, 7 team leaders, and 10 employees from the quality, e-mail and fax team in addition to 65 competent and highly trained employees for responding to calls with the aim of portraying the true image for the Emirate of Dubai to citizens, residents and visitors. Jobs of these employees range from receiving calls, managing e-mails & incoming requests, and supervising complaints & suggestions in addition to other audit, quality and follow-up jobs to ensure high-quality levels and attain highest customers’ satisfaction rating.
“The number of employees tasked corresponds to peak hours’ requirements in order to speed up the handling of calls, e-mails and fax messages such that calls are attended to within 20 seconds, and e-mails & fax messages are catered to within one working day at most.
“Salik Call Center is running a training program for employees and supervisors built on top-class standards where employees are offered training exposures to pick up the requisite skills & expertise within one month at most. They are acquainted with the use of the required programs and systems and all service facilities so that they can effectively deal with customers in a perfect environment. The Agency oversees service improvement, quality control, and monitors some calls to assess them in order to identify the service performance and verify quality reports submitted. It also follows-up all statistical reports relating to the systems used in recording and archiving calls,” added Maitha.
It is noteworthy that over the last five years Salik Call Center has clinched 5 awards at the Middle East level presented by INSIGHT Middle East, besides being nominated to Hamdan bin Mohammed Smart Government Award in the category of the Best Government Call Center in the Emirate of Dubai this year. More info