Dubai, UAE: 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, spokesperson of DHA said.
The 110,775 calls were made by customers to get more information about services offered at DHA hospitals and health centres.
Shaikha Al Rahoumi, director of Customer Relations at DHA said that 46 per cent of the inquiries were regarding health facility licences, while 18 per cent were regarding medical fitness, and 11 per cent were related to hospital services.
She added that another 11 per cent of the calls were general questions, 7 per cent were related to primary health care centres, 5 per cent were regarding the DHA headquarters, 1 per cent was regarding specialised clinics and 1 per cent related to Ministry of Health services.
Al Rahoumi 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 speak 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 Rahoumi pointed out the call centre’s staff has been trained to answer any inquiries in a short period of time.
She added that of the total calls, only 4 per cent were not answered and customers had an average 6-second wait, 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 update the data every four seconds.
© Gulf NewsNov 2016