TRA stands out in consumer support performance

Manama : Telecommunications Regulatory Authority (TRA) released the statistics of its consumer support helpline (81188) for the first quarter of 2016 yesterday. The results outperform 2015’s first quarter in almost every respect, according to the TRA.

Commenting on the results, TRA Acting Director of Consumer Affairs and Media Taiba Al Binali said, “The increase in calls shows that our efforts to raise awareness are paying off. TRA exists to serve the public and every call matters to us.”

The success rate of responses to the calls received by the contact centre helpline reached 98 per cent during the first quarter in 2016. It was 96pc in the same period in 2015. 

The contact centre has successfully answered a total of 1,376 calls of 1,397 during the first quarter in 2016, with an addition of 488 calls from the total answered calls compared to the same period in 2015.

The type of calls has ranged from complaints, enquiries and suggestions related to TRA services and requests. Additionally, 1,322 (95pc) of the calls this quarter were answered within the 20 seconds SLA (Service Level Agreement) topping out at an average of five seconds to answer each call. Abandoned call rates also improved this year lowering to 1.6pc compared to 3pc last year in the same period.

The TRA’s free helpdesk number 81188 receives calls during working hours from Sunday to Thursday from 8am to 4pm. The call centre has successfully reached a percentage of 98.5 for first call resolution (FCR) during this quarter.

Moreover, in the first quarter of 2016, Consumer Affairs and Media Directorate has received a total number of 180 tickets; 143 of the tickets were successfully closed, compared to the same period in 2015 where only 111 cases were received of which 97 of the tickets were successfully closed. 

The highest categories for complaints in 2016 were 55 for Billing & Invoicing (30.6pc), 39 Network Service Performance (21.7pc), and 31 Contractual Issues (17.1pc), similar to last year excluding roaming issues. 

TRA Manager of Consumer Affairs Amjad Al Nayel said: “This can be directly correlated with campaigns we’ve recently launched, bringing attention to the helpline and the services we offer to the public.”