His Excellency Lieutenant General Dhahi Khalfan Tamim, Deputy Chairman of Police and Public Security in Dubai, in the presence of His Excellency Lieutenant General Abdullah Khalifa Al Marri, Commander-in-Chief of Dubai Police, has recently inaugurated the newly-renovated call centre 901 at the Dubai Police General HQ.
Dedicated to non-emergency cases, the Dubai Police 901 call centre is within the force’s “the Safest City” strategic objective as it responds to customers’ inquiries and provides them with various services quickly via direct phone channels, smart police applications, and interactive chat services.
Lt-Gen. Dhahi Khalfan Tamim toured the new facility which can transform into a command and control centre during emergency situations to receive emergency calls and ease pressure on the 999 emergency hotline. It also includes some of the latest smart technologies and artificial intelligence services and provides 33 over-the-phone services to community members and the force’s employees.
Lt-Gen. Dhahi Khalfan also reviewed the work environment at the centre, which is run by an elite group of Emirati competencies who work tirelessly to meet customers’ needs and exceed their expectations.
Dhahi Khalfan confirmed that the new centre will aid Dubai Police in achieving its strategic plan and ensure the highest levels of community happiness per the international best practices in this regard.
Lieutenant General Abdullah Khalifa Al Marri, said the Centre would boost the force’s business agility and enable them to perform rapid, continuous, and systematic evolutionary adaptation directed at gaining and maintaining competitive advantage. He added that the Centre would help the force foresee the future of police work and ensures business continuity.
Major General Eng. Kamel Butti Al Suwaidi, Director of the General Department of Operations, explained that the new centre was designed to host three main platforms divided into nine specialized stations with a total capacity of 30 employees, indicating that the first platform deals and responds to telephone calls and inquiries related to general info, complaints, and suggestions. Meanwhile, the second platform provides status updates and follow-ups queries on transactions submitted by community members. The third, however, will host employees with superior writing skills to respond to inquiries submitted via social media channels, emails, letters, chats, Police Eye service, and other services integrated within the new call centre.
Maj-Gen Al Suwaidi also noted that Dubai Police new call centre is completely paper-free as it features smart screens and tablets to save time, resources and the environment.
Maj-Gen Al Suwaidi further explained that the new call centre also hosts an enhanced database of information on people of determination and senior citizens to provide quick and tailored services to this segment of society.
Taking Customer Service to the Next Level
According to Maj-Gen Al Suwaidi, the new Call Centre has been enhanced with an Omnichannel that is used to improve user experience and drive better relationships with audience across points of contact. He said that Omnichannel implies integration and orchestration of channels such that the experience of engagement across all the channels someone chooses to use is as, or even more, efficient or pleasant than using single channels in isolation.
Unified Call Centre
The director of Operations said all switches in police stations will be merged into the Centre’s main switch as per required by Dubai Model for Call Centres to fulfil the seven-star requirement. The Model urges businesses to have only one number that interacts with customers and to link it to smart systems that enable the monitoring and analysis of incoming calls.
Maj-Gen Al Suwaidi said the new Call Centre is equipped with an Interactive Analytics Technology also known as (Power BI) –that provides interactive visualizations and business intelligence capabilities with an interface for the operators to create their own reports and dashboards.
Maj-Gen Al Suwaidi said the new Call Centre will provide a one-stop-shop service through which customers can submit their reports, suggestions and inquires. He said the integrated channel is now managed by one specialized department to enhance the efficiency of all previous services provided by Dubai Police such as Police Eye, Public Feedback, Interactive Chat, Email, and Leaders at Your Service.
He further added that all inquiries and policing transactions submitted through the Dubai Police customer service channels including the AI-enabled Virtual Assistant (Amna), and Smart Police Stations (SPS) will now be integrated into the call centre to provide more customer-oriented services which will be supervised by duty officers to guarantee ultimate customer satisfaction.
Maj-Gen Al Suwaidi revealed that the new Centre will soon offer it services through WhatsApp as it has proven a very popular, and user-friendly mean of communication among society members.