Home / Etisalat's AED40 million IT invesment is a good call

Etisalat's AED40 million IT invesment is a good call

Etisalat has announced that its total investment in customer care since opening its own contact centre in 2000 has exceeded the AED100 million mark.

Etisalat has announced that its total investment in customer care since opening its own contact centre in 2000 has exceeded the AED100 million mark.

The communications provider claims the huge investment is enabling the Etisalat customer care centre to achieve consistently high quality service delivery to more than five million customers each month.

“Of the AED 100 million spent, almost 40% has been drilled into the IT department,” said S. Mahesha, technical manager at the Etisalat contact centre, Ajman.

“This money has been used to beef up our IT, telephony and all of our systems. IT is the most important part of the call centre because our desktops are integrated into the internet so staff can log onto the internet, log onto the corporate database – they can do virtually everything from their desks.

“Managers can connect to the database too and we have home agents who can do the same from their own houses. They receive calls and handle operations from their homes. This is a trial operation but we have a number of people doing that,” adds Mahesha.

The company is also upgrading its interactive services and customers will soon be able to access the majority of Etisalat’s customer services and high-end technical support services in four languages.

Malayalama and Urdu services will be added to compliment the existing Arabic and English sections.

At the start of the telephone call, the user will reach a revised and simplified interactive voice response (IVR) system where he will be presented with the option of choosing one of the four available languages.

The redesigned IVR application will allow customers to access customer care and support for e-vision services, internet support and mobile value added services by dialling one number – 101.

The services will be in addition to all the current services running through the same number. This is presently being tested with implementation expected in the next few months.
Etisalat feels it is a pioneer in interactive services, pointing to its online services, which allow customers to conveniently manage their accounts, as proof.

This year, the customer care centre has started the process of achieving customer operations performance centre certification, which is the highest certification that can be achieved by a contact centre.

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