More than one million and 133 thousand calls and emails via Amer call centre within five months

Amer call centre in the General Directorate of Residency and Foreigners Affairs in Dubai has started work with a huge capacity of employees estimated at 100 employees within a systematic plan, in preparation for the return of Dubai residents. The UAE has recently launched an initiative to return 200 thousand residents with valid visas who are staying outside the UAE, in coordination between the Ministry of Foreign Affairs and International Cooperation (MOFAICUAE) and the Federal Authority for Identity and Citizenship (ICA). His Excellency Major General Mohamed Ahmed Al Marri, Director General of GDRFA Dubai, said: “The initiative to raise the number of Amer call centre employees came within the framework of the Emirates humanitarian efforts in this crisis whose effects have started to fade gradually due to the wise decisions of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to develop a plan for gradual return. Also, the efforts made by all entities and institutions in the country contributed to undermining the crisis.” “Regarding the procedures followed to obtain approval to return, the GDRFA Dubai has devoted to these inquiries 100 employees who speak seven languages to answer all customer’s inquiries accurately, given their experience in this field.” Al Marri added. The Director General of GDRFA Dubai explained that the performance indicators during the current year indicate the customers’ dependence on the call centre. Pointing out that the call centre dealt with more than one million and 133 thousand between calls and email, including inquiries or comments, etc. during the past five months only for a million and 207 thousand and 916 calls and emails over the past year. Major General Mohammed Al Marri said that by all standards, 2020 is an exceptional year due to the tremendous volume of communications, which recently necessitated doubling the number of employees and give them intense courses to provide the customer with clear, transparent, and accurate answers with 100 employees. The percentage of male employees, 49%, and female employees, 51 %. Whereas 93% of the employees speak Arabic and English, and the call centre staff speak the following languages (Hindi - Urdu - Persian – Filipino- French). From his part Major Salem bin Ali, Director of Amer Happiness Customers Department at GDRFA Dubai pointed out the “Amer” call centre possesses many advanced programs through (AVAYA) programs to respond to customer inquiries through the telephone and electronic chat, and call recording system. It also contains an advanced automated response system for visa status and most frequently asked questions, in addition to the Microsoft Dynamics CRM program and email to respond to general inquiries and smart services. The centre's employees also use the information management system and procedures for the General Directorate of Residency and Foreign Affairs in Dubai to ensure the quality and accuracy of the information provided to customers. Major Bin Ali explained that the centre had received more than a million calls during the past months, mostly related to residence inquiries, entry permits, investigation and follow-up, nationality, visa status, smart services, and new instructions (Covid-19) and Twajudi service. It is worth mentioning that the “Amer” call centre affiliated with the GDRFA Dubai has recently obtained an ISO (18295) certificate for the requirements of the customer contact centres granted by the International Organization for Standardization (ISO). Amer call centre is considered one of the first centres at the level of government entities in the United Arab Emirates which received such a high certificate. This achievement came as a complement march of institutional excellence and accomplishment of GDRFA Dubai, and in line with its vision to provide innovative services in the field of citizenship, residency, and port access in the UAE to remain the best and safest destination. It is noteworthy that the call centre of the GDRFA Dubai established in Dubai in 2004, and the name “Amer” was launched in 2007 by His Excellency Major General Mohamed Ahmed Al Marri, Director General of the General GDRFA Dubai. This service provides all the required information, procedures, and fees related to the department services and provide it to the customer. Amer call centre aims to receive general complaints, suggestions, and inquiries. The service provides several options around the clock, including the toll-free number, fax, email and online chat.