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TRA Reveals Statistics for the Customer Happiness Center During the Q1 of 2017

6634 cases of dispute with service providers, more than half have been closed at a happiness rate exceeding 82%

06 May 2017
The Telecommunications Regularity Authority (TRA) revealed today the Statistics for the Customer Happiness Center during the first quarter of 2017. Which included the number of cases handled by the customer happiness team, as well as the incoming calls and the frequently asked questions, whether related to the provided services, or complaints. 

The number of disputes with service providers during the first quarter of 2017 was 6634, of which 3523 were closed with an achievement of 53% while there are still 3120 open cases being resolved recently. The average satisfaction rate was 82.8% with the services offered by the centers, according to the happiness indicator conducted during the first quarter with the participation of 369 customers.

Commenting on these numbers, H.E. Hamad Obaid Al Mansoori, TRA Director General said: “The happiness of our customers is the ultimate objective of any initiative and project, and we are working in this context in accordance with the directives of our wise leadership, which focuses on the utmost importance of this subject in all services and initiatives we launch. We have recently launched the National Customer Relationship Management (CRM) System, which provides an integrated national database that allows immediate dealing with various cases in a smart manner, based on the latest technologies in this field.”

“Engaging customers in the process of developing services is a priority for us, in order to reach the optimal form of service delivery. This system is an addition to our previous initiatives in this field, namely the government link for services, and the smart pass system, which provides access to the services of all government entities depending on the name of one user and one password only.” H.E. added

Hana Al Marri, Manager Customer Happiness Section, stated: “We have a trained and qualified team according to the highest international standards in the field of customer happiness. This team includes 19 employees whose responsibilities are divided between the contact center and the voice of the customer. All members of the team receive complaints through different channels and registering it in the CRM, and send them to service providers to find solutions within the specified timeframe, and then contact customers to inform them about the results of these solutions and enter the customer’s feedback to the system.”

In the first quarter of this year, the number of calls answered by the TRA contact center reached 19,805. The number of received e-mails was 12,658 and the number of live chats answered was 4,811. Customer satisfaction through telephone service was 81.69%, according to a survey conducted during the first quarter with the participation of 2,599 customers, while customer satisfaction with the live chats service was 82.20%.

Communication channels with customers vary to fulfill their needs at all times of the day. These channels include toll free numbers (80012) through which the team receives incoming calls from 8 am to 5 pm, as well as the live chat around the clock, or via the e-mail address  [email protected].

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