In a far-reaching move aimed at boosting Dubai’s supply chain operations, Dubai Trade, the premier trade facilitator under Dubai World, has recently extended its Contact Centre operations to provide round-the-clock support to its customers.
The Contact Centre is now in alignment with the 24 x 7 operational mode of DP World’s flagship Jebel Ali Port and Dubai Customs, ensuring uninterrupted, seamless cargo movement and further enhancing Dubai’s reputation as ‘the City that never sleeps.’
It is equipped to support more than 800 e-services of DP World, Dubai Customs, Jafza, DMCC, Emirates SkyCargo and RTA that Dubai Trade offers through its single window for trade. Dubai Trade Contact Centre agents assist and guide customers to process and complete their business transactions successfully. The recent enhancements on the Contact Centre aimed to provide better service by using latest technologies, adding new support languages and introducing new communication channels.
Dubai Trade Contact Centre introduces several features, including live chat and voicemail, expanded capacity and enhanced context for received calls, live screen sharing to enable agents to assist customers betters, and smoother flow of inquiries received through its Interactive Voice Response (IVR) system.
To make it even more user-friendly, the services offered on Dubai Trade Portal (www.dubaitrade.ae) have been grouped under different categories in order to help direct customers’ calls to the most appropriate agent.
The categories include, Cargo Clearance Services related to customs clearance; Shipping and Transport Services related to DP World; Free Zone Administrative Services of Jafza, DUCAMZ, Techno Park and DMCC; Dubai Trade Portal Registration and User Management Services; and Online Payment Related Services for inquiries on Dubai Trade’s E-payment Gateway ‘Rosoom’ and other e-payment services.
Dubai Trade Contact Centre attended to more than 318,000 calls in 2010, 85 per cent of the received cases were resolved at the first call, and 94 per cent of the calls were answered based on the clients’ chosen languages, which reflect the efficiency of the Contact Centre and the capability to respond to multiple languages.
Jamal Majid Bin Thaniah, Group CEO, Ports and Free Zones World, and Chairman, Dubai Trade, said, “Trade is the lifeline of Dubai’s economy and it is only appropriate that Dubai Trade has enhanced the level of its service with the 24-hour Contact Centre for customers.”
“This decision is in line with the increasing adoption rate of e-commerce by trading companies and their demand for non-stop support. The management and team of Dubai Trade will constantly work towards raising the bar for excellence as the region’s leading trade facilitator,” added Bin Thaniah.
Jumaa Al Ghaith, Executive Director Dubai Customs, said, “Dubai Customs are proud to announce Dubai Trade’s initiative to set up the round-the-clock support mechanism as this will aid immensely in enhancing the supply chain flow.”
“We believe our vast community of importers, exporters, clearing agents and others in the logistics sector will find the Contact Centre’s non-stop operation a value addition to their businesses. It is such customer-centric approach that has made Dubai Trade a frontline service provided,” said Al Ghaith.
Moahmood Al Bastaki, Director, Dubai Trade, said, “Dubai Trade’s aim is to establish a seamless and streamlined trade facilitation process, and our success rests on the strong partnerships we enjoy with the trading community. With the call-any-time Contact Centre we hope to further improve customer satisfaction and contribute to Dubai’s strategic goal of digitally transforming all trading and logistics activities. We are committed to channel our resources to constantly create better user experience.”
With more than 800 e-services, 13 per cent more than e-services offered in 2010, Dubai Trade portal integrates the online services of DP World, Economic Zones World, Dubai Customs and Dubai Multi Commodities Centre.