du was recognized for its call centre's unwavering commitment to its customers with two awards for its best in class call centre and technology at an awards ceremony held at The Address Dubai Mall recently. Rashid Qayed, director Consumer Contact Centre Operations at du collected the award for Best In Class Call Centre 26-100 Seats, while Jassim Juma, du's senior director of Service Excellence and Support received the Best Use of Call Centre Technology award on behalf of du.
du's Fujairah Call Centre, which is 100 percent run by Emiratis, 95 percent of whom are Emirati Women, was nominated under the category of Best In Class Call Center 26-100 Seats, and its win is testament to its dedication to excellence in achieving trademark Call Center KPIs, such as High Customer Satisfaction rate, Grade of Service, Quality of Service, Wait Time and the like. In the Best Use of Call Center Technology category, du showcased its interactive voice response (IVR) revamp for improving the overall customer experience and enhancing technological use within our Call Centers. du demonstrated the ways in which it optimized its IVR based on the best and most innovative industry practices related to Call Center IVR.
du's Call Centre services were also recognized during UAE Innovation week at the 4th UAE Ideas Conference and Awards for Innovation in Promoting, Encouraging and Empowerment of UAE Citizens. The primary theme behind the award submission was based on du's 100 percent Emirati run Fujairah Contact Center where more than 95 percent of the staff are Emirati females serving Emirati customers in a most efficient and effective way.
""We are very pleased to have received recognition for our customer service offerings. Receiving this honor further entrenches our goals to provide unsurpassed services to our valued customers. We are setting the customer service benchmarks in the UAE, paving the way for other businesses to improve their offerings and contribute to promulgation of the UAE's customer service offerings,"" said Ismail Mohammed, senior vice president, Customer Operations, du.
du is promoting, encouraging and empowering UAE Citizens by adopting best practice innovative industry techniques and tools leading towards the modernization of contact center and service excellence.