the Middle East best strategy award went to Omantel Call Center

The Call Center of Omantel Group receives more than 50000 successful calls over 24 hour a day from subscribers and community members and the call center provides fast solutions to customers.

Director of Omantel Call Center Nabil Al-Habsi said, “The Center applies high standard and high quality mechanisms that ensure efficiency and excellent performance. It employs qualified and well trained Omani cadres, who are always ready to respond to calls and queries in Arabic and English round the clock.” He pointed out that the Call Center utilizes state of the art technologies and highly advanced systems used in call centers around the world.

Fast response

Mr. Al-Habsi indicated that the Call Center is committed to answer calls quickly and to provide correct information and suitable solutions to all incoming calls through support line one. The Support Line two intervenes when reporting to provide technical support for customers.

He elaborated by saying that the Call Center has a quality control and performance team. They are responsible for following up all incoming calls and queries, assessing and analyzing them to know how they were answered. All customer calls are subjected to several measures in order to make sure that good quality solutions were provided to subscribers and callers. He added that Quality Control and Performance Team offers training to Call Center employees.

He also noted that the Call Center employs four main telephone numbers for answering customer enquiries. They are: Oman Mobile Call Center at 1234, and number 1300 for answering queries regarding fixed line, Internet technical support line at number 1313 and number 1235 is allocated to corporate subscribers. Meanwhile, the Center supervises and follows up the performance of the Information Directory at Number 1318.

Suitable solutions

He also said that Successful solutions provided from the first call reached 98%. This is a very high percentage, the Call Center (1234) receives around 16000-18000 calls daily. It employs qualified and well trained cadres who are distributed in different sections.

Special care

Mr. Nabil Al-Habsi indicated that Omantel and Oman Mobile exert every effort to provide the best solutions to their subscribers wherever they are at all times. He added that both companies are committed to develop work mechanisms to provide the best possible ways and means to serve subscribers. He pointed out that the Call Center would soon experience substantive changes to satisfy customers in a creative and innovative manner.

June 2nd 2009