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Emirates ID's Call Center Offers Urdu Option to its Customers
IVR Featured Article

Emirates ID's Call Center Offers Urdu Option to its Customers

 
April 02, 2014

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  By Anuradha Shukla, TMCnet Contributor
 


The Emirates Identity Authority’s Asian customers can more easily communicate with the call center following the addition of Urdu to the company’s interactive voice response (IVR) system.

The company’s call center has been using Arabic and English for communication and will now use Urdu to provide better services to its customers.

Customers within the UAE can call 600530003 while those calling from outside the country can call 00971600530003 to interact with a call center representative.

“This is part of Emirates ID’s bid to provide the best services to its customers and gain their utmost satisfaction,” said Nasser Al Abdouli, director of Service Center Support at the Emirates Identity Authority.

People calling the center can choose the third option, receive preliminary information and then choose the service they are interested in. If callers want to speak to an agent they will be referred to one of the center’s employees who speak the same language.


Emirates ID’s call center is staffed with professionals who can speak 16 languages and are certified to follow up the transactions of callers around the clock.

These call center agents are always available to respond to questions about ID card-related procedures. In addition to receiving complaints and offering solutions, the center provides a range of services such as emails, live chat, automatic call distribution and forwarding SMS.

Emirates ID aims to help its customers to ask questions, and address their complaints about its services and performance in a quick and effective manner.

“The call center is directly linked with the Customer Relationship Management system to enable the team to deal with customers' complaints and resolve them promptly in accordance with the best practices and the highest standards,” added Al Abdouli.

The Emirates Identity Authority is encouraging its customers across the country to use its smart app designed for mobile phones and tablets.

The recently launched new app allows a range of identity card-related services and transactions.


Edited by Rory J. Thompson
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