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Emirates Post Group (EPG) is setting up a more advanced call centre with 100 agents, the group said in a media statement on Tuesday.
The new centre will integrate calls, emails and web chats and forward them directly to the section concerned, it said.
The EPG is already offering multiple channels of customer interac-tion, including a fully equipped Call Centre (600 5 99999) that now employs over 50 agents. It handles all queries regarding general postal information, shipments, rates, permitted items, etc, and allows callers to select service in Arabic or English.
The call centre is equipped to handle caller inquiries in Arabic, English, Tagalog, Malayalam, Tulu, Telugu, Gujarati, Urdu, Iranian, Russian and Hindi.
The general queries are answered on the spot by the trained agents, while complaints are fed into the CRM system and routed to the customer service department for further action. The call centre also handles courier inquiries addressed to Em-post through its call centre num-ber (600 56 5555), which is now linked to the EPG call centre.
Earlier this year, the EPG Call Centre had won the 'EMS Call Centre of the Year' award from the Universal Postal Union (UPU) for excellence in answering Express Mail Service-related queries.
The ISO 90001:2008 certified call centre, will soon be upgraded, with more user-friendly IVR options.
"The EPG Call Centre is the main contact point for customers and the average waiting time is just 1 minute," said Emirates Post CEO Abdullah Alashram.
"We have stringent quality control to ensure that all calls (are) attended to quickly and efficiently. We have been consistently raising the bar on the services offered by our call centre, and are in the process of further upgrading the system with the goal of boosting customer satisfaction further.
"In addition to the call centre, customers can interact with EPG through the website (www.epg.gov.ae), mobile apps and cus-tomer service email (custser-vice@epg.gov.ae).
reporters@khaleejtimes.com
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