Dnata call centre success

Dnata Cargo's call centre logged more calls from April 2004 to March 2005, compared to the previous year and it looks set to increase its online services over the coming year.

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By  Laura Barnes Published  June 12, 2005

Dnata has reported a rise in calls handled at its 24 hour customer care centre. In the period April 2004 to March 2005, the centre handled over 70,000 calls a month, an increase of over 15% compared to the year previous. The call centre was the first in the region dedicated to the air cargo community and is geared to handle all service-related queries. It also serves as a one-stop cargo information hub to provide shippers with a wide range of information such as cargo bookings, shipment arrivals, reservations and the status of import, export and transit airway bills. “Air cargo traffic into and out of Dubai has experienced steady growth in the past few years and it is a continuing challenge for us to manage this growth and still maintain high standards of service,” said Jean Pierre De Pauw, senior vice president, Dnata Cargo. “We are therefore encouraging out staff to constantly innovate and explore new ways to serve our customers more efficiently. Our round-the-clock Customer Care Centre has been well received by our customers since its inception, and continues to be highly rated in our customer surveys,” he added. Dnata Cargo’s customer care centre is manned by eight specially-trained team members that are backed by call and tracking systems. However, plans are now underway to enhance and streamline the centre’s services, with the development of software that will provide customers with faster access to frequently sought information, while freeing customer service staff to handle more complex queries. Dnata is also working on a new online solution, Calogi, which will provide customers with the facility to complete their entire cargo shipping transaction, from customs clearance to invoicing. “The human interface is still an important part of our business, that is why we ensure all our customer service staff are trained and well-versed in the requirements of our cargo clients,” added Kevin Ennis, business development manager, Dnata Cargo.

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