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Sun 1 Apr 2007 10:55 AM

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Etisalat works towards COPC 2000 certification

Etisalat is preparing to launch an automated IVR (intelligent voice recognition) service next month, which will support two additional languages over and above English and Arab, which are already supported.

Etisalat is preparing to launch an automated IVR (intelligent voice recognition) service next month, which will support two additional languages over and above English and Arab, which are already supported. The upgraded automated IVR service will also support Urdu and Malayalam, which Mohamed Fahim, Etisalat's vice president of customer care at Etisalat said this development reflects the large proportion of the population resident in the UAE speaking these two languages.

"We felt that it was important to enhance our operations on the processing side of our contact centres," commented Fahim. "The fully revamped IVR will service four areas: technical support; sales and retention; general enquiries and billing enquiries."

The improvement of Etisalat's IVR system coincides with the corporation's programme to attain Customer Operations Performance Certification's COPC-2000 standard. The COPC is the global authority on customer contract operations.

"Prior to the actual engagement for the certification of the COPC-2000, Etisalat management representatives and contact centre personnel attended COPC registered co-ordinated training, which was held in November 2006," explained Mohamed Fouad. "Following up on this course, they have continued to pursue the certification or implementation of the COPC Performance Management System and kick-started COPC pre-certification process," he added.

Etisalat conducted a baseline audit in late January of this year and particular audit was conducted by the COPC over a period of five days, addressing areas around filing, proxies, default strategies, which produced findings the COPC plans to work on in terms of gaps it will be working on closing for the duration of the certification process.

"We are in the structure support phase right now. First we get individuals in an organisation trained up for the standards, which Etisalat has done, then we initiate the process via baseline order, which they have also done," explains Fouad. "Then the second step is to start working in those gaps identified for the audit for structural support. In service support we do a series of by-weekly calls as well as on-site support to try and help get the approaches developed as well as help in some deployment for these approaches."

Etisalat has 325 contact centre seats based in Ajman, 132 in Abu Dhabi and 35 in Sharjah, and the corporation is expected to receive COPC-2000 certification within eight months.

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