Ooredoo Trains Customer Service Champions to ‘Go Digital’

Mobilk - As part of the digital transformation in the Sultanate, Ooredoo has expanded the role of the Customer Service Champion, investing in training for all of their Contact Centre staff. Now, as well as interacting through the Contact Centre, the new Digital Champions can serve customers through social media channels such as Facebook, Twitter, Ooredoo’s Live Chat and WhatsApp. The new Champions have been trained on the necessary skills to handle clients across online portals. This initiative is in alignment with the Ministry of Manpower to enhance Oman’s talent pool and prepare the youth to face the increased demand for digital services. 

Ian Dench, Chief Executive Officer at Ooredoo Oman, said, “Today, customers increasingly prefer to engage with us or contact us through social media. We are therefore expanding the role of all of our Contact Centre staff to include all forms of social media. This new Digital Champion role is a first for the Sultanate.”  

Throughout the year, all current Champions will receive training on how to handle customers on social media, for Ooredoo making every internet experience more enjoyable.

This new enhancement to Customer Care is part of Ooredoo’s efforts to digitally enable and develop employees, as well as transform Oman’s digital landscape, and foster a more interactive telecommunications sector. The company’s new Digital Champion role keeps Ooredoo at the forefront of customer experience in telecommunications across Oman.