Etisalat Academy trains Al Ain Distribution

Learning centre combines telecoms and IT learning with soft skills such as marketing and management to help AADC improve customer service levels.

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By  Matthew Southwell Published  November 30, 2004

Al Ain Distribution Centre (AADC) has signed a training deal worth over US$800,000 with Etisalat Academy. The contract is the latest in a spate of projects for the Dubai-government owned training academy. Recent additions include Abu Dhabi Water and Electricity (ADWEA), Oman Telecom, Oman Mobile and Abu Dhabi police. The first phase of training for AADC’s call centre employees has already been completed. Rafaat Nakla, business development manager for Etisalat, says the training took place over four weeks. “AADC was formed to manage customer service improvements for its affiliate company, ADWEA. In light of this, soft skills training was deemed crucial to the company’s success. Call centre training for AADC’s 60 tele-staff included modules such as problem solving, customer service, decision making and resolving conflict,” he explains. The rest of the training programme is expected to extend to all of AADC’s 2000 employees. The curriculum will take place over the next eighteen months and will incorporate a broad range of skills, including IT, security, management, finance, sales and marketing. “We have put together a dedicated team of professionals to work closely with the operations department in the company. This comes in line with the total quality management programme to be implemented in all departments and sectors,” says Dr. Fares, general manager of Etisalat Academy.

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