customer-service-at-dewa-receives-more-than-809000-phone-calls-and-up-to-41172-e-mails

The First Half of 2012 Dubai Electricity and Water Authority (DEWA) announced the number of calls received by their Customer Services during the first half of 2012. The number of calls exceeded a whopping 809,000; 382,000 calls answered by DEWA call centre employees and 427,000 calls answered through an IVR system which has proven successful since its launch in the first of quarter of 2011. The Customer Services department at DEWA also received up to 41,172 emails to its’ dedicated address customercare@dewa.gov.ae, emails from customers included queries and requests for additional services. DEWA has always prioritised its customer care department, as it is the main platform for providing immediate customer satisfaction. The customer care department is easily accessible and spread throughout the Emirate of Dubai. DEWA’s customer care headquarter is located in the area of Al Romool and operates for 24 hours, on weekends and during public holidays to receive all customer calls at different times on their emergency number 991 and their billing information number +971 04-6019999 and for complaints or grievances customers can reach DEWA call centre on +971 4-6019888. “In line with HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai vision for the Emirate of Dubai to be the main economic, business and tourist hub in the region; DEWA is working on enhancing its electricity and water services to an excellent level. The customer care department is a core and strategic operation for achieving such success and is always working toward expressing DEWA’s message and call for customer satisfaction. This highlights DEWA’s contribution to Dubai’s vision in one key area of the organisation”, said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA. “Call centre employees at DEWA received what nears to 223,000 calls on the DEWA customer care emergency line during the first half of 2012 which equals 1,228 phone calls per day. The centre also received up to 158,000 calls to their billing line which equals 869 calls per day. The numbers which were announced on July XX, 2012 also indicate the quality of the calls arriving at 92.17% quality”, said Amal Al Suwaidi, VP Customer Relations at DEWA. “The Customer Care department at DEWA includes 115 Local employees who have all been certified and trained in customer service, in addition to a number of employees of different nationalities who speak Arabic, English, Hindi, French, Urdu, Farsi and most recently Chinese. This diverse group merely indicates DEWA’s dedication to catering to its customers at all levels”, added Al Suwaidi. The customer care centre at DEWA does not only rely on a telephone service but there are several methods of communication available including FAX (+971 4-6019995) and email (customercare@dewa.gov.ae). For more information on DEWA’s customer services please call +971 4-6019999 or visit www.dewa.gov.ae