The multilingual operators are fluent in five languages and have been trained to answer different customer queries.
The Dubai Health Authority’s call centre (800 342) is now offering around the clock service, for the convenience of its customers. The Director of Customer Relations, Shaikha Al Rahoomi stated that this step is primarily to help address customer queries immediately and without any delay.
The extended working hours starting from this month will help enhance customer satisfaction and provide added convenience. All queries regarding DHA services including licensing and regulation, hospitals and health centres etc will instantly be addressed by multilingual operators who speak five languages: Arabic, English, Urdu, Farsi and French. The latest initiative is a move towards enhancing customer experience.
DHA received approximately 225, 543 calls in 2015. Al Rahoomi said that the percentage of calls answered was 96 percent and the remaining four percent amounted to missed calls. Out of these 96 percent received calls, 57 percent were queries about licensing and regulations and the remaining calls included queries about DHA hospital services, locations, medical fitness, feedback and complaints.
The director also said that so far the department has conducted more than 25 training workshops for DHA customer service officials in order to create awareness regarding the charter and their roles and responsibilities.