Dubai Trade among the leading entities worldwide to implement ISO 18295-1:2017 standards for Customer Contact Centres

HE Sultan Ahmed Bin Sulayem 1Bin Sulayem: We are pioneers in adopting international standards to ensure excellent customer services in line with Smart Dubai initiative

Dubai Trade, the single window for cross-border trade and a DP World company, has implemented the ISO 18295-1:2017 in its call centre. Dubai Trade is one of the first organisations in the world to implement this standard, which specifies service requirements for customer contact centres. This ensures that Dubai Trade’s call centre follows the highest international standards and fully meets customers’ needs in addition to complementing Dubai Trade’s integrated electronic and smart platforms on its website and smart applications; Tradeshield and LogiGate.

Sultan Ahmed bin Sulayem, Chairman of the Board and CEO of Dubai Ports World, and Chairman of the Ports, Customs and Free Zone Corporation, said: "DP World and its subsidiaries are committed to providing the best foundations for smart trade, which is one of the most competitive features we offer to the trade sector in Dubai, especially for logistics. Our customers can complete all their transactions, anytime, anywhere. That’s why, we have provided a call centre to serve customers and provide them with round-the-clock technical support in using the smart trading tools.”

Bin Sulayem added, "Implementing this standard underlines our most important goal across all of DP World, which is to a pioneer and deliver world-class services. This supports the Smart Dubai initiative, launched by H.H. Sheikh Mohammed bin Rashid Al Maktoum, to transform Dubai into the smartest city in the world. This ISO standard was recently launched in July, but our teams, who are known for their leadership and excellence, took the initiative and adopted the standard in less than two months. They contacted the licensing agencies to implement the standard and review the call centre’s internal work process based on the new requirements. The ISO 18295-1:2017 certification of Dubai Trade’s call centre enhances our competitiveness. We are proud of this achievement, as well as the spirit of excellence of Dubai Trade’ team.”
Significant step towards smart adoption

Mohammed Al Muallem, Senior Vice President & Managing Director of DP World for the UAE Region, said, "At Dubai Trade, we realised early that our real success was not to just launch smart services and platforms, but to make customers adopt them. That’s why, we have set up a call centre and a professional team trained to handle all the procedures and services that customers need, and provide them with the necessary technical support and advice on how to use our smart services. The call centre has played a key role in increasing the adoption rate of our smart and electronic services."

Implementing the ISO 18295-1:2017 standard in a call centre ensures the quality of the services provided to customers. This includes the time when customers have to wait before getting the information they need or speaking to a service agent to get their issues solved. The standard also includes the languages in which technical support is provided, the complexity or ease of the options available to callers, the competence of the service agents as well as their ability to deal with customers’ issues.

Call centre and service development

Commenting on the role of Dubai Trade’s call centre on its smart services, Eng. Mahmood Al Bastaki, CEO of Dubai Trade, said: "Dubai Trade’s call centre is not only a channel for providing technical support to our customers, but also one of the most effective platforms for gathering information to develop our electronic services, improve procedures and meet customers’ needs. We look at our contact centre as a bridge that connects us with our customers. We take their comments and suggestions seriously to improve the quality of our services and immediately address any issues that customers face or complain about. Our ultimate goal is to make Dubai a global destination for smart and happy trading.”

Dubai Trade’s call centre operates round the clock, providing technical support and assistance in several languages including Arabic, English, Hindi and Urdu. The call centre provides support for over 800 electronic services, as well as Dubai Trade's smart platforms such as Tradeshield and LogiGate. This year, the call centre received 194,769 phone calls and 63,616 emails.