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Hydra Properties Launches In-House Bilingual Call Centre |
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Launch of 800 HYDRA number marks another step in the developers’ customer strategy and its development of a service guarantee promise.Hydra Properties, the Abu Dhabi-based master planner and developer, today announced the launch of its new in-house call centre. Committed to delivering the highest quality of service to its clients, Hydra Properties has recruited a new team of bilingual call centre agents to provide customer advice in Arabic and English. Each agent on the team has completed 40 hours of intensive customer service and product knowledge training. Starting today, Hydra customers can call free phone number 800 HYDRA (49372) to get all their inquiries handled. The call centre is open nine hours per day, 9am – 6 pm, Sunday to Thursday, and it is capable of handling more than 100 calls per day using an advanced and reliable Avaya call centre system. The centre is also well equipped with email and fax to meet customers’ request for data. Hydra will conduct periodical customer satisfaction surveys to ensure its call centre meets quality assurance standards and to identify areas for improvement. All queries will be addressed professionally with a target of fulfilling 80 per cent of all customer enquiries at the first point of contact, while complex questions will be escalated internally in a smooth and transparent process, as part of Hydra’s service guarantee promise. With the launch of an in-house call centre staffed by Hydra’s own call centre agents, the developer is signalling its commitment and ongoing investment in service excellence. While the market trend has been to outsource the service function, Hydra believes it is an important that its customers have direct access to the organisation and its expertise. Mr Ali Bin Sulayem, Hydra Properties’ Chief Executive Officer, said: “Hydra Properties remains focused on engaging with our customers and the launch of our new call centre marks another step in our customer engagement programme. With the call centre, our regular construction updates, our customer newsletters, and our Facebook profile, where we upload all the latest photos straight from the sites, we hope to meet all our customers’ needs and provide the information they look for in every format. “We have initially launched the call centre with a team of four experienced call centre agents, who will answer queries, investigate complaints, and serve as our customers’ first port of call. As our projects progress and we get closer to delivery, we expect call levels to increase with new home owners calling to check details and arrange payments, and we expect to expand the call centre in line with demand.”
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