Muscat, Bank Muscat, the flagship financial
services provider in the Sultanate, in step with its vision ‘To serve you
better, everyday’ and commitment to partnership in banking
convenience, has won the Best Industry Call Centre (Banking) at the
prestigious Middle East Call Centre Awards 2019 held in the UAE. The
Awards was instituted by Insights, the leading call center based
professional services organization in the Middle East.
The bank deems service excellence aligned with world class
products and services as the key to achieving customer satisfaction
and surpassing customer expectations. As part of its customer centric
strategy, Bank Muscat operates the largest Call Centre in the banking
sector in the Sultanate. Featuring the best in class technology, the Call
Centre handles over 3 million calls annually.
With phone bankers answering calls 24×7, the Call Centre
provides services with minimal waiting time. Ninety per cent of the calls
are answered within 20 seconds. The Call Centre, which has 142 team
members, has achieved 99.5 per cent Omanisation with a 65:35 male-
Amjad bin Iqbal al-Lawati, Assistant General Manager for Cards
and eBanking said, “The Bank’s commitment to customers is the key to
achieving strategic objectives, thereby establishing sustainable, long-
term business relationships in communities where the bank operates.
Bank Muscat meets the expectations of customers at the grassroots
level and offers a sophisticated banking experience with the right mix of
traditional and electronic channels. The latest award for our Call Centre
is a strong endorsement of the Bank’s customer-centric strategy.
The automated integrated voice response (IVR) system handles
about 50 per cent of the calls received by the Call Centre and the
remaining calls are answered by phone bankers. The language options
for the IVR facility include Arabic and English. Phone banking services
offered by the Bank include fund transfer to own account, third party
accounts within Bank Muscat and outside Bank Muscat. The service
can also be availed for utility bill payments, such as water, electricity,
telephone, Internet, Ooreedoo and Omantel mobile top-up, school fees
and credit card payments.
Call Centre services are very important, especially during non-
banking hours to report card loss or other urgent matters. In case of
lost or stolen card, customers can block the card themselves against
misuse. The Call Centre is on constant vigil against card fraud as the
center is well equipped to detect fraudulent card transactions.
Source: Oman News Agency