bank muscat SAOG: The Contact Center improves the customer experience and communication

In line with its customer-centric vision to “serve you better, every day”, Bank Muscat offers a wide range of services through its contact center, which is an important communication channel for customers to get in touch with the bank. whenever the need arises. jumpscares. As part of its customer-centric strategy, Bank Muscat operates the largest contact center in the banking sector in the Sultanate, which is managed by a team of knowledgeable and highly trained Omani telephone bankers 24/7 throughout of the year. The contact center uses an intuitive Integrated Voice Response (IVR) system to answer approximately 64% of incoming calls, with phone bankers handling more complex queries and providing detailed clarifications to customers.

Speaking on the occasion, Talal Abdul Hameed Al Zadjali, Deputy Managing Director – Operations, Bank Muscat, said: “Bank Muscat’s contact center is a vital link between our valued customers and the bank and provides various banking services 24 hours a day, seven days a week and with a minimum waiting period. It is one of the most important contact centers in the banking sector in the Sultanate, and I would like to express my sincere gratitude to all contact center employees for their dedication and efforts in ensuring the continuation of the vision centered on the bank customer. This is especially important at a time when contact center services and other digital channels play a major role in ensuring business continuity and providing a convenient and alternative banking channel for everyone. »

Talal Al Zadjali added that the bank will continue to strengthen the role of the center by attracting qualified and talented Omani executives, and continuously upgrading it with the latest equipment and advanced technologies in the future as well. This will help Bank Muscat keep pace with all the latest telecommunications developments and further improve the quality of services provided.

Language options available to customers include Arabic, English, and Hindi. It is a great pride that the Contact Center offers services with minimal waiting time, even though it handles up to 5.45 million calls per year. Over 85% of calls are answered within 30 seconds and all calls are recorded for quality and training purposes. The contact centre, which has 160 team members, has achieved 99% Omanization with a male/female ratio of 65/35. It should also be noted that the Contact Center (+968-24795555) is accessible from anywhere in the world, providing a communication channel for customers who travel internally and need to contact the bank urgently.

The Contact Center IVR offers a number of services including Funds Transfers, Bill Payments, Credit Card Payments, Mobile Recharges, Balance Inquiries, Statement Details, Card Blocking lost, exchange rate calculators and FD. IVR also provides links to instant educational videos via Push SMS services. The Contact Center is also an important point of contact that helps the bank listen to its customers and provide them with the services they need 24/7.

Besides incoming phone calls, the contact center can also be reached via WhatsApp. To start using the service, customers must save the bank’s contact center number (24795555) in their contact list. The number then automatically appears in WhatsApp as an official verified account of Bank Muscat. Agent-assisted services are available 7 days a week from 8 a.m. to 10:30 p.m., while auto-response is available 24/7 for queries regarding different products and services. It can also be used by customers to share comments and suggestions. Currently, up to 1.1 million customer queries are handled through the WhatsApp channel each year.

Contact center services are particularly important outside bank opening hours. In case of loss or theft of the card, customers can block the card against misuse using the intuitive IVR mechanism. It should also be noted that the contact center is on constant watch against card fraud with online and point-of-sale (PoS) transactions constantly monitored for added security.
Bank Muscat offers a sophisticated banking experience with the right mix of traditional and electronic channels to boost financial inclusion and improve customer experience. Auto-responder service through WhatsApp, Push SMS services through IVR and upgrade of the contact center to the latest state-of-the-art technology are some of the customer-centric initiatives undertaken by the bank in the recent past.

The bank’s commitment to constant innovation and improving the customer experience has earned it several accolades in the past. Bank Muscat has been recognized as one of the “100 Best Companies in the Middle East” and one of the “50 Best Banks in the Region” by Forbes Middle East in 2021. The bank’s call center has also won the award for best call center in the industry. (Bank) at the prestigious Insights Middle East Call Center Awards and the Asian Banker’s Best Contact Center Technology Award.