Dubai Customs unified call centre reports 24 second average wait in H1 2026
Dubai Customs unified call centre averaged a 24 second wait in H1 2026, handling over 61,000 calls with high satisfaction and rapid response.
Dubai Customs reported that its unified call centre using the number 8001886 recorded an average wait time of just 24 seconds during the first half of 2026. The agency said the result reflects strengthened operational readiness and faster access to services for traders and the public. Dubai Customs also recorded an average call length of two minutes and 33 seconds, showing staff resolved enquiries efficiently and maintained brief, focused interactions.
Average wait time at 24 seconds
The 24 second average wait figure came from the authority’s central contact hub for the period January through June 2026. Officials highlighted that the short wait time is part of broader efforts to streamline customer touch points across the customs network. Quick access to an agent is seen as key to reducing delays in trade transactions and improving the overall business experience in the emirate.
The contact hub received more than 61,000 calls in the six month window and registered a customer satisfaction level above 96 percent. Those metrics indicate both high demand for support and consistent service quality in handling import, export and procedural enquiries. Staff training and technology upgrades were cited as contributors to the improved response performance.
Call handling performance and durations
Average call duration was reported at two minutes and 33 seconds, which Dubai Customs describes as evidence of concise, effective problem solving. Shorter, information rich calls can expedite subsequent administrative steps for traders and logistics operators. The centre also tracked service satisfaction at 96.17 percent, a figure officials used to measure agent effectiveness and caller experience.
High call volumes were matched by sustained quality indicators, suggesting the call centre maintained standards even under heavy demand. Management noted that maintaining both speed and accuracy is central to the agency’s customer service model. The unified number is intended to present a single point of contact for a wide range of customs matters.
Email traffic and rising digital engagement
Alongside voice contact, Dubai Customs handled more than 42,000 incoming emails in the same period, reflecting growing reliance on digital communications. Teams prioritised rapid triage and responses to ensure email enquiries were addressed with the same timeliness as phone contacts. Officials said the integrated approach allows customers to choose the channel that suits them while receiving consistent service levels.
The shift toward digital channels is aligned with efforts to create a unified customer experience across platforms and reduce transactional friction. By strengthening email workflows and response protocols, Dubai Customs aims to close information gaps and speed decision making for traders. Increased digital traffic also helps the department gather data to refine services and anticipate common issues.
Strategy 2026 2030 and the trade enabler transformation
The recent operational outcomes form part of Dubai Customs strategy for 2026 to 2030, which shifts the agency from a facilitator of trade to an enabler of commerce. The strategy emphasises smart, proactive customs services that prioritise the customer experience and harness data and advanced technologies. Investments in analytics and automation are expected to accelerate processing times and reduce manual touch points across the supply chain.
Under the strategy, services will increasingly use predictive tools to identify risk and expedite low risk consignments, enabling faster throughput at ports and border crossings. Officials said the aim is to make customs an active partner in business continuity and competitiveness rather than an administrative hurdle. The unified call centre is one visible element of the wider transformation toward integrated, digital service delivery.
Customer and supplier satisfaction indicators
Dubai Customs reported a 98 percent instant happiness rating for customers and a 96 percent satisfaction level among suppliers, underscoring strong public sentiment toward recent service improvements. The authority also noted that 99 percent of transactions were cashless, signalling high uptake of electronic payment options. These indicators were presented as evidence that digitalisation and customer centricity are translating into measurable gains.
Officials described the satisfaction scores as both a validation of recent reforms and a baseline for further improvements. High adoption of cashless transactions reduces processing time and supports auditability and compliance. The combined indicators are being used to prioritise further enhancements in agent training, system resilience and user experience.
Management statement on customer centricity
Matar Al Muhairi, Director of Customer Happiness at Dubai Customs, said the results reflect a deliberate focus on service models centred on the needs of the business community. He described the unified number as more than a contact channel, calling it a platform that provides a unified and streamlined route to services. Management emphasised that faster response and integrated channels are intended to simplify procedures and reinforce Dubai’s competitiveness.
Al Muhairi added that ongoing investments in people and technology will continue to raise service standards and support traders in a changing global trade environment. The authority plans to expand proactive outreach and advisory services so businesses can resolve issues before they escalate. Continued monitoring of service metrics will guide further operational and digital upgrades.
Dubai Customs said it will continue to refine the unified call centre and related digital services as part of its 2026 to 2030 roadmap, with the aim of sustaining rapid response times and high satisfaction across all customer segments.