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DHA call centre gets over 100,000 calls in H1

DUBAI, November 1, 2016

Dubai Health Authority’s (DHA) call centre received more than 100,000 phone calls from customers within the UAE and abroad, during the first half of 2016.

The 110,775 calls were regarding the services offered at DHA hospitals and health centres.

Shaikha Al Rohoomi, director of Customer Relations at DHA said that 46 per cent of the inquiries were regarding health facility licenses, while 18 per cent were regarding medical fitness, and 11 per cent are related to hospital services.

She added that another 11 per cent of the calls were general questions, 7 per cent are related to primary health care centres, 5 per cent were regarding the DHA headquarters, 1 per cent was regarding specialized clinics and 1 per cent is related to ministry of health services.

Al Rohoomi said the authority’s round-the-clock call centre strives to provide customers with the best services to increase customer satisfaction and address customer queries.

The centre has 20 employees who talk five languages; Arabic, English, French, Hindi, Urdu and Farsi in order to cater to UAE’s diverse community and to any calls made from abroad.

Al Rohoomi said that the call centre’s staff have been trained to answer any inquires in a short period of time.

She added that only 4 per cent of the calls is not answered and customers only have to wait 6 seconds before getting their phone calls through, which is a short period given the large number of phone calls the authority receives.

She said the centre is also equipped with the latest smart services that record all the calls and updates the data every four seconds. – TradeArabia News Service




Tags: Call Centre | Dubai Health Authority | DHA |

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