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GDRFA Dubai handle more than 5 thousand cases though “Amer” call center during Eid- Al-Fitr holiday

The General Directorate of Residency and Foreigners Affairs in Dubai revealed that "Amer "call center dealt with five thousand and 532 cases with an efficiency rate of 92% between calls, emails, automated response system, and E-chat, during the Eid Al Fitr holiday from the period from 29 Ramadan until 3 Shawwal 1442 AH. H.E Major General Mohamed Ahmed Al Marri, Director General of the GDRFA Dubai, said that the department was proactive in automating its services, developing its infrastructure and harnessing the latest technology to provide digital services that reach the customer anywhere around the clock. “The GDRFA Dubai is keen to enhance communication with customers through various smart channels to achieve customer satisfaction.” Al Marri said. Major General Al Marri clarified that since the activation of the “remote work “system, the GDRFA Dubai had demonstrated its complete readiness to continue providing its services without prejudice to its efficiency. In addition, it provided modern systems and devices to the call center employees who have continued to provide the best services to customers and respond to thousands of incoming calls and messages via e-mail. “The ease of the procedures in smart channels and their clarity led to a decrease in the number of incoming calls to the center.” Al Marri said. Al Marri praised the “Amer” call center team’s efforts, who shown excellent efficiency in answering customer’s call. Meanwhile, Major Salem bin Ali, Director of Amer Happiness Customers Department, said that the automated response system provided by the “Amer” call center allows the customer to follow up their transactions and inquire about the visa status through the application number. Pointon out, this system has contributed to facilitating the procedures for customer and achieving flexibility in the center’s work mechanism. “GDRFA Dubai worked on the rehabilitation and development of a trained cadre who spoke several languages to answer all customer inquiries related to its services accurately and immediately or direct the customer to the competent authority in the event the inquiry related to another party. “Major bin Ali said. GDRFA Dubai has invited customers to use the GDRFA Dubai website (smart.gdrfad.gov.ae) or through its smart app to complete their transactions in quickly and smartly. Customers can also contact the “Amer” call center on its toll-free number 8005111 from inside the country or on the number +97143139999 from outside the country or thorough the email (amer@dnrd.ae) for inquiries.
Publish Date: 
17/05/2021

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