du was awarded the Telecommunications Regulatory Authority (TRA) 5 Star Gold Rating for its consistent innovation in contributing to the UAE happiness agenda. du Customer Service Centre in Al Salam Tower achieved consistently high scores across the six criteria appraisal.
“Our strategies and business plans in the telecom sector focuses on customer happiness as the main key to achieve our goals derived from the supreme goals of the country. We are entering the new era of the Fourth Industrial Revolution, which is based on the quality of telecom and its ability to meet the requirements of the big data flow between machines and smart cities. And while working on ensuring a competitive and highly developed infrastructure, we work on ensuring the happiness of the sector’s customers and improving it, taking into consideration the interests of all parties, as the UAE telecom sector is a strategic sector and serves as the nervous system of various development sectors such as health, education, security and others,” said H.E. Hamad Obaid Al Mansoori.
In an ongoing effort to engage customers and meet their changing needs, du continues to update the retail experience across store locations around the region. These updates will eventually encompass all of du’s customer interactions; including the online shop, social media channels, as well as face-to-face. du has 64 retail outlets within the UAE, and is expanding constantly to meet the needs of valued customers. In accordance with the TRA’s “Erterqa” initiative, du’s customer service centre was assessed based on six criteria including accessibility, facilities, customer interactions including the responsiveness to customer needs, as well as the mechanisms of products and services presentation, and the efficiency and effectiveness of the services provided.
“A happy nation is one of the main goals of UAE Vision 2021, and our business philosophy is aligned with this. We continue to put customers at the core of everything we do, and are proud to be recognised for our innovations in the customer service domain. In line with our digital transformation efforts, we engage with customers across a number of touchpoints in addition to our brick and mortar centres, and our goals to achieve seamless integration between offline and online engagement is of paramount importance. We would like to extend our gratitude to the TRA for this honour,” said Sultan Osman, chief executive officer at EITC.
In the past, du was recognised with the Best in Class Call Centre 26-100 Seats and Best Use of Call Centre Technology Awards at the second Middle East Call Centre Summit. The telco was also recognised for having the best Customer Experience Measurement and for its design and development of Customer Journey Maps at the Service Olympian Awards.