5 - 11 April 2001

Custom-built cargo call centre

Dnata Cargo customers now have the advantage of a custom-built call centre which provides a 24-hour one-stop-shop for instant information on all aspects of cargo shipment such as export and import shipments, rates, storage, regulations and flight availability. Dnata Cargo is a subsidiary of Emirates group.
The Dnata Cargo Information Centre (DCIC) recently opened their new premises at the Dubai Cargo Village. Within a few weeks since its opening, average daily calls have reached 2,000 and the call centre is drawing warm praise from
customers.
The DCIC covers all areas of Dnata Cargo’s operations. These include Dubai Cargo Village main terminal, the new Emirates SkyCargo
Centre, Dubai Airport Freezone Logistics Centre, Jebel Ali Freezone Air Cargo Terminal and Road Feeder Services.
A team of nine personnel having the expertise in import, export and tracing is manning the new facility. Ongoing training will ensure that each staff member is able to handle any type of query. The DCIC is equipped with the sophisticated Alcatel 4400 call centre system with 30 lines and has just one digital number each for English and Arabic speakers.
Service levels at the DCIC are closely monitored and evaluated. Specially-designed com-puter software keeps track of the centre’s activity, such as the time taken to answer a call, call duration, number of calls, conversation time, and so on. This information is crucial in enabling Dnata Cargo to measure performance levels and further improve their quality.
Statistics show that on the first day, the centre handled 468 calls in a 12-hour period. By the end of the first week calls averaged 1,000 daily and this has already risen to an average of 2,000 calls each day.
Emirates SkyCargo is represented in Malta by Cassar & Cooper at Luqa on tel: 660102.
Emirates airline in Malta is operating a non-stop return flight from Dubai to Malta, and flights from Malta to Dubai are directed via Tripoli. The airline announced the new summer schedule and now operates three times a week on Tuesdays, Thursdays and Sundays on the Airbus A300-600R. Visas are no longer required.