02/07/2012
The Customer Call Center (CCC) of ADDC handled 900 thousand inbound and outbound calls during the in the first half of 2012, a strong indication of the centre's burgeoning expansion.
The abandoned calls totaled some 6500, or 3.29 per cent of the inbound calls, which is far less than the international standards of 5 per cent. IVR system handled around 596 calls, or 71 per cent of the inbound calls, for utility bills issuance and payment and providing customers with general information about the company. CCC also provides services such as registering re-inspection cases, online Service Support, making technical appointment, receiving of clearance certificate requests, receiving customers' complaints, receiving emergency calls, dealing with customers through e-mails, sending notification for appointment and updating customers' profiles. The centre also provides services of other public entities, such as the Regulation and Supervision Bureau (RSB), Abu Dhabi e-government Portal and Mawaqif.
The centre has been expanded as a part of the company's effort to realize the directives of Abu Dhabi Government with regards to making use of the most up-to-date IT and e-government technologies and enhancing the water and electricity sector in general.
CCC was recognized by INSIGHT, the only call centre dedicated professional services organization in the Middle East region, as the "Best Government Contact Centre" in the Middle East region in last June, the "Best 30 seat Customer Contact Centre in the Middle East", the "Best 30 seats Semi Government Customer Contact Center in the Middle East for the year 2010" and the "Best internally developed IT program in the Middle East for the year 2009".