Etisalat reaches new heights in customer service

Etisalat has exceeded AED 100 million in total capital investment in customer care since opening its own contact center in 2000. This investment is enabling the Etisalat Customer Care Center to achieve consistently high quality service delivery to more then 5 million customers every month. Etisalat’s contact center operations have been renamed to mark this achievement. The facilities will now be named ‘Customer Care Center’, both highlighting and reinforcing Etisalat’s commitment to provide its customers (both Consumer and Business) with the highest possible quality of service. Etisalat 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. Malayalam and Urdu services will be added to compliment the existing Arabic and English menus. 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 languages available. The redesigned IVR application will allow customers to access customer care and support for E-Vision services (800-5500), Internet Support (8006100) and Mobile Value Added Services (8006464) by dialing one number – 101. These services will be in addition to all the services currently offered through 101. This service is presently being tested and implementation is planned in the coming months. Etisalat is also a pioneer in interactive services through Etisalat Online Services which allow customers to manage conveniently manage their accounts. At the click of a button, bills can be paid wherever and whenever. Customers can access these services by logging onto the Etisalat Web site, and clicking on ‘Etisalat Online Services’ located under ‘My Account’. Etisalat has operated under ISO 9001:2000 standards since 2003. In 2006, Etisalat was awarded Customer Care Provider of the Year by Comms Middle East and Africa magazine. This year, The Customer Care Center has started the process for achieving Customer Operations Performance Center (COPC) certification, which is the highest certification that can be achieved by any contact center.