​The ‘Etihad Water and Electricity’ has achieved a quantum leap in recent months in the services of the call center, which receives its calls via the toll-free number (800 3392) as well as the emergency call service for electricity and water and other communication channels with the public.
The Director General, Mohammad Mohammad Saleh, said that the ‘Etihad WE’, since the launch of the new upgraded service at the beginning of December 2020 until the end of last February, has received more than 132,000 calls through various channels, at a rate of about 44,000 calls per month, 99.3% of which handled and closed within the specified timeframe.
He added: ‘Etihad Water and Electricity’ has recently entrusted the services of the call center, emergency calls and other communication channels with the public, to one of the institutions expert in the field, so that it carries out its work in cooperation with the concerned technical departments in the ‘Etihad WE’ and under its administrative supervision.
He said: The current management of communication channels with the public depends on smart systems and high operational efficiency.
He explained that the service level agreement includes responding to at least 90% of incoming communication requests within a maximum of 20 seconds, 85% of chat requests within a maximum of 20 seconds, and all emails received from customers within a maximum period of 12 hours.
He pointed out that by comparing this data with November 2020’s before launching the new services, the level of progress achieved is evident, as 29 thousand calls were recorded during that month, only 70.5% of them were dealt with, i.e. an overall development rate about 37% during the last three months compared to the aforementioned month.