TRA records 98pc success in call centre response

Manama : Ninety nine per cent of the complaints received at the Telecommunications Regulatory Authority’s (TRA) consumer call centre were resolved successfully on the first instance it self, a TRA report said yesterday. 

This, according to TRA, is an improvement of 4 per cent from the previous year despite higher call volume. 

Response success rate were 98pc improving by 2pc from the previous year despite higher call volume.  In 2016, the call centre received a total of 5,280 calls compared to 3,407 in the previous year; a 35pc leap attributed to higher awareness levels.

Compared to 2015 the number of complaints jumped by 50pc the next year, from 401 to 796. 93pc of complaints were closed in 2016 compared to  (92pc) in 2015. It reduced from an average of 18 days in 2015 to 15 days in 2016 to close complaints.

The highest, most frequent categories among complaints were network service performance (31pc), billing and invoicing (23pc) by the end of last year. Roaming, number portability, and contractual issues were also among the complaints received during 2016.

Commenting on the report, Deputy General Director of TRA, Sh. Nasser Bin Mohamed Al Khalifa, said, “We achieved this with a multi-tiered approach ranging from consistent communication channels, to awareness programs, following the Authority’s efforts to enhance the general public with consumer concerns topics in the Telecom Sector”.

“We undertake a number of consumer-centric operations and activities in favour of the consumer, taking into account the most immediate needs as the situation demands, year round,” he added. 

Various steps have been put into place by the TRA on how consumers can be approached to help them resolve telecommunication issues. Consumers are asked to call TRA’s Consumer Call Centre on 81188, log-on to the Consumer Portal on consumer.tra.org.bh, or send an email via consumer@tra.org.bh when they are unable to resolve their issues with their Service Providers.