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-

female ratio.

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