MUSCAT: Omantel’s contact centre captured the ‘Best Contact Centre Experience’ award at the fourth annual Customer Experience Management in Telecoms Middle East Summit, held in Dubai from April 12-14.

The award is presented to recognise achievements and innovation shown by customer experience and marketing professionals who are making the biggest difference to their customers, a company press release said on Saturday.

Commenting on the award, Hamed al Ghabshi, senior manager of the Omantel contact centre, said, ”Winning this award is another milestone achievement by the company as we bear the fruits of our innovative customers’ experience programmes that encompass all customer touch points, with the contact centre among them.

“Sincere efforts were made to provide our customers with better and high quality services. We are proud of this award, which definitely motivates us to always exceed expectations in providing high quality customer experience,” Ghabshi said.

”Omantel’s contact centre is known for its high quality and perfect systems including state of the art Avaya IVR system and is manned by a team of high calibre and trained staff who are always ready to meet the needs of the customers and answer their queries round the clock,” he added.

”We always seek to meet and exceed the best international standards and practices. To ensure fulfilling this objective, we have a specialised team dedicated to conduct the required analysis to identify the gaps, if any, and provide solutions that ensure answering all calls efficiently in less than 30 seconds, he said.

“Omantel was also among the first few corporates in the sultanate to improve contact centre operations by introducing interactive voice response systems (IVR) that provides answers in three languages namely Arabic, English and Urdu. We also added new options that resulted in saving more of our customers time and more flexibility, Ghabshi added.

Omantel’s customer care is a 24-hour service, which Omantel customers and other members of the public can call to make enquiries about Omantel’s products and services. Omantel has highly trained and motivated contact centre representatives offering reliable, efficient and flexible customer service, the press release added.

SOURCE: Muscat Daily