Dubai Health Authority’s (DHA) Contact Centre received 2,210,195 calls, out of which, 870,732 were related to COVID-19, in 2020.
Fatma AlKhajah, Director of the Customer Happiness Department at the DHA added that 49,651 calls were received for booking appointments for the COVID-19 PCR test and 124,780 were to book appointments for the Doctor for Every Citizen service, which provides free 24/7 consultation and queries regarding COVID -19 via video and voice calls.
AlKhajah stressed the important and effective role played by the Call Centre during the past year.
“The centre maintained the quality of services provided and the speed of response even with the significant increase in the number of calls received, which at peak times totaled 18,000 calls in 2020. We have trained 270 employees and ensured that they are up-to-date with latest information, developments, and approved decisions by concerned authorities. We also continuously monitor their performance to ensure excellence in providing services in accordance with the highest standards of professionalism and international practices in this field,” said AlKhajah.
She added that 81,878 inquiries were received via the WhatsApp hotline service launched by the authority last April to answer queries related to COVID-19.
The DHA’s WhatsApp hotline utilizes artificial intelligence to strengthen communication with the public and provide them with fast and easy access to accurate and trusted information from official sources.
The 24/7 WhatsApp service, which is available in English and Arabic is updated regularly. Furthermore, 188,970 SMS messages were received and 272,129 chats were conducted via the DHA’s official websites and DHA app last year.
She emphasized the keenness of the DHA to monitor, follow up and evaluate the performance of the call centre through a unified interactive panel that includes all indicators, to ensure excellence and effectiveness in providing services that meet and exceed customer expectations. She pointed out that the centre provides its services in six languages: Arabic, Urdu , Tagalog, Hindi, Malayalam, and Chinese.
The public can reach the DHA Contact Centre by calling 800DHA (800342)