Dubai’s Roads and Transport Authority (RTA) said that taxi bookings touched 12.3 million in 2018, recording in the process a 17% rise compared to the figure reported in 2017 that was 10.5 million.
The average time taken to respond to incoming calls at the Booking & Dispatch Center was just 5 seconds in 2018, thus leapfrogging by 89 per cent of the average reported in 2017, which was 11.2 seconds.
The customers’ satisfaction rating achieved by the Booking and Dispatch Center carried out through a self-rating system linked with the Interactive Voice Response (IVR) System amounted to 82.6% last year, compared with 80.4% in 2017, which reflects a 3% rise.
“Last year, the Center received 6,814,800 calls. About 4,879,396 of those calls were fully automated and handled through the IVR system; which amounted to 71.6% of the total calls received. The number of booking requests made through Smart Apps amounted to 201,851 requests,” he added.
Nabhan stressed RTA’s standing commitment to bringing happiness to clients across the community by using state-of-the-art technology in delivering a diverse package of services. “RTA is always keen to ensure that transaction processing is smooth, quick and transparent when responding to the needs of the public, including taxi users, and make the services of this sector are as luxurious & unique as possible.”
“RTA’s efforts to bring happiness to clients is reflected in the number of complaints about the services of the Center. There was a 77% drop in the number of complaints received last year; which were only 17 compared to 74 complaints in 2017. This substantial decline in the number of complaints is attributed to the intensive training undertaken by customers service staffs as part of the approved training programs of the ‘Dubai The Model Centre’ for government Call Centers.
Source Credit: Trade Arabia