Company: Dubai Airports
Company Description: Dubai Airports owns and manages the operation and development of both of Dubai's airports - Dubai International (DXB) and Dubai World Central (DWC). World’s busiest airport by international passenger traffic. We deliver a world-class experience to our customers by providing safe, secure and environmentally responsible airports.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - All Other Industries
 Nomination Title: Dubai Airports Contact Centre
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
A video of up to five (5) minutes.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
Dubai Airports Contact Centre - An innovative solution launched with the perfect combination of people and technology support services. 24/7 Customer services available on all channels including social media.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 170 words used.
Dubai Airports manages the development and operation of both of Dubai’s airports – Dubai International (DXB), the world’s number one airport for international passengers, and Dubai World Central (DWC). Dubai Airports was established as a commercial entity in April 2007, following organisational restructuring of the erstwhile Dubai Department of Civil Aviation (DCA).
DXB became the world’s number 1 airport for international passengers in 2014 with passenger numbers totaling 70.4m.
DXB Traffic:
- 2022 H1 – 27.9m passengers, up 161.9% YoY, or 67.5% of 2019 levels
- 2021 - DXB retained its position as the world's busiest international airport for the 8th consecutive year with 29.1 m pax in 2021, up 12.7% YoY
- 2020 – DXB ceased operations on 25th march due to Covid -19 pandemic. Dubai reopened on 7th July 2020 for the international tourists. DXB welcomed a total of 25.9m passengers for the full year of 2020 (-70%).
- 2019 – 86,396,757 million passengers
- 2018 – 89,149,387 million passengers
- 2017 – 88,242,099 million passengers
*Public data available on Dubaiairports.ae website
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 180 words used.
Our customers can now enjoy timely and efficient support across all contact centre channels in real time and on their channel of choice. The new contact centre blends live and technology-enabled services for travellers to access support via phone, email, live chat, social media on @DXB and @DubaiAirports platforms, as well as WhatsApp for business.
We are on our road to build and providing a digital ecosystem which communicates all relevant experience of Dubai Airports to its customers and stakeholders, which fully aligns with the business goals of the organization to inform, inspire, enable and engage passengers and stakeholders across all digital channels.
This exemplifies how Dubai Airports is making significant enhancements to the guest experience at every customer touchpoint. It is our commitment to deliver a best-in-class guest experience with every conversation while creating a safe, smooth, fast, and enjoyable journey.
The investment in customer service excellence at Dubai Airports supports and strengthen the vision of the Dubai government to deliver innovative and integrated customer service to raise efficiency in providing services, stay competitive, enhances productivity, and reduce cost.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 256 words used. If the word count is more than 25 words over the limit, please deduct one (1) point from your score.
The contact center is a 24/7 with bilingual support( English and Arabic). When needed, automated routing is available to key DXB partners; Emirates, Dnata, etc.. Dubai Airports partnered with Teleperformance to deliver best practice omni-channel solution by combining human and digital tools. The contact Centre follows international standards adopted by Dubai Government; KPIs/targets are based on best practices.
Key Achievements:
- Dubai Government Mystery Shopper improved from 8.6% (before activation) to 91.9% & 96.5% (after activation). Dubai Government target is 87%
- Performance KPIs (2022 vs 2021)
- IVR System:
- Inbound calls: 97.56% increase in total inbound calls (234,196 vs 118,546)
- New feature “Agent handled calls”:64,201 calls. 27.41% of all inbound calls
- Informational 165,869 calls. 70.84% of total inbound calls
- Dropped 4,126 calls. 1.76% off total inbound calls
- QA average score (inbound transactional calls): 94.4% (target 90%).
Emails:
- Received emails: 2,037% increase in total received emails (44,514 vs 2,083)
- QA average score (email interactions): 99.2% (target 90%)
Live Chat:
- Total Chat volume: 27.67% decrease in total chat interaction (55,444 vs 76,652)
- 7.35% decrease in the overall average handle time (430.8 sec vs 465 sec)
- QA average score(chat interactions): 93.9% (target 95%)
New feature Social Media:
- 18,055 interactions, 17,498 answered interactions (96.91%)
- Average 93% response interaction rate per 3 hours
- QA average score (social Media Interactions): 96.7% (target 95%)
Complain Handling:
- 43.34% increase in complaint handling (76.67% vs 33.33%)
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 29 words used.
A PDF document illustrates the improvement from 8.3% (before activation) to 91.9% & 96.5% (after activation) through displaying the score of sub-criteria and an overall score
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