Dubai (United Arab Emirates): The Roads and Transport Authority (RTA) signed a two-year contract with Nortel for developing a Customer Call Center and supplying the RTA with cutting-edge technology to boost customer services.

“The new Center will supersede the existing Customer Call Center and will attend to upgrading the efficiency of customer service and responding to customer requirements using top-notch technological systems worldwide” said Abdullah Al-Madani, CEO of RTA Corporate Support Services Sector.

“Renovating customer communication service will provide better-class service to customers and realize the objectives of the RTA to ensure ‘safe and smooth transport for all’. It will also boost the caliber of services rendered by the RTA to residents and visitors of Dubai. He addressed that the new Call Center characterizes to use a unified communication system infrastructure to sort out integrated corporate solutions in the field of customer care.

“RTA attaches paramount importance to customers and views them as the core of success made by any organization. Driven by the tradition of “leadership and excellence” in upgrading the quality of services rendered to internal & external customers, and the need to identify the best resources used to target customers inside & outside Dubai as well as meet their requirements and win their satisfaction, RTA has provided effective communication tools with customers such as Fikraty, Complaints System, Customers Board, Emergency Office, Call Center and the IVR system” added the CEO of RTA Corporate Support Services Sector.

Laila Ali bin Hareb, Director of Customer Service Center at RTA Corporate Support Services Sector, said: “According to the increment of numbers of clients or customers, Nortel Company will specify the solutions capable of ensuring top quality customer service, and establish world-class call centers fitted with the best technologies on offer.

“Nortel will provide consultation, planning, designing, application, maintenance, and management of programmes related to the services of the new Customer Call Center. It will also attend to facilitating administrative affairs and manage the resources of RTA Call Center” continued Laila.

Ramin Attari, Vice President and Managing Director of Nortel Middle East, said, These solutions aim to broaden the functional episode of RTA customer services, including rebuilding the call system, as well as reengineering the processes, procedures and systems of customer communication. Solutions also aim to upgrade the functional aspect of Customer Service Dep’t at the RTA by enhancing efficiency and increasing service productivity with a view to achieving customer satisfaction at lower costs and risks.¨

RTA has 65 Customer Service Centers spanning the emirate of Dubai, including the Main Customer Service Center at Umm Ramool. These centers combined offer more than 150 various desks as well as the Reception Desks, Suggestions & Complaints Desks and the Business Center providing printing and fax services to customers.

Related posts:

1. RTA Inspects the New Call Center, Organizes Introductory Tour to Staff
2. RTA Provides Salik Service at Tecom & Barsha Licensing Centers
3. RTA Honours the winning customer of October with “Our Customer” Award and hosts Cars Prototype Expo
4. RTA Signs two MoUs with the Ministry of Social Affairs to Exempt Special Need Persons from Salik Fees, Support Social Responsibility Fund
5. RTA Awards a 10-Year Dubai Metro Ads Contract to a Local & Global Consortium of Ad Companies, RTA Revenues Top AED3bn