Dubai Trade has implemented the ISO 18295-1:2017 standard in its Customer Contact Centre. It is one of the first organisations in the world to implement the standard which was launched in July.
The ISO standard details the service requirements for such facilities and complements Dubai Trade’s integrated electronic and smart platforms on its portal www.dubaitrade.ae and its smart applications Tradeshield and LogiGate.
Sultan Ahmed bin Sulayem, group chairman and CEO, DP World, said: "We are committed to supporting smart trade, which helps businesses connect to their markets, especially in logistics. Our customers can complete all their transactions online anytime, anywhere and integrated functions include round-the-clock service and technical support in using smart trading tools.”
Mohammed Al Muallem, senior vice president & managing director, DP World, UAE Region, said: "At Dubai Trade, we realised early that our real success was not just in launching smart services and platforms, but in making customers use them easily. Our Customer Contact Centre with its professionally trained staff plays a major role in building trust, confident and they can perform their business requirements easily and efficiently. It has helped increase the adoption rate of our smart electronic services and this certification enhances our reputation and competitiveness.”
By adopting the standard, Dubai Trade delivers benefits including reducing the time callers wait to get the information they seek, technical support in multiple languages and enhanced understanding of customers’ issues by service agents. The Centre has received nearly 195,000 phone calls and over 63,000 emails so far this year.
Mahmood Al Bastaki, CEO of Dubai Trade, added: "Our Centre provides technical support to our customers and helps gather information that we need to improve services, enabling us to think ahead about customer needs. We take all enquiries and suggestions seriously and address any issues that they face in using our portal. The aim is to make Dubai a global destination for smart and easy trading.”
Dubai Trade’s Contact Centre provides assistance in languages including Arabic, English, Hindi and Urdu. The support covers over 800 electronic services, as well as Dubai Trade's smart platforms such as Tradeshield and LogiGate.