Muscat: In step with its imaginative and prescient ‘To serve you higher, on a regular basis’ and dedication to partnership in banking comfort, Financial institution Muscat’s contact centre continues to high-quality customer support to allow the financial institution to be on the forefront of customer support excellence.
As a part of its customer-centric technique, Financial institution Muscat operates the biggest Contact Centre within the banking sector within the Sultanate. That includes the perfect in school expertise, the Contact Centre handles over tens of millions of buyer queries yearly.
Because the financial institution’s contact centre witnesses nowadays receiving extra calls from clients, the financial institution recorded a excessive proportion of calls to 60 per cent in comparison with the earlier interval, amid the willingness of the centre’s workers to reply all calls and in report occasions, which helps the general public to get all the data with out the necessity to go to branches.
With telephone bankers answering calls 24/7 at 24795555, the Contact Centre offers companies with hardly any ready time. The automated built-in voice response (IVR) system handles a big portion of the calls obtained by the Name Centre with callers having a lot of self-service choices, with the remaining calls answered by telephone bankers. The language choices for the IVR facility embody Arabic and English. Cellphone banking companies supplied by the Financial institution embody fund switch to personal account, third occasion accounts inside Financial institution Muscat and outdoors Financial institution Muscat. The service will also be availed for utility invoice funds comparable to water, electrical energy, phone, Web, Ooreedoo and Omantel cellular top-up, college charges and bank card funds. Providers offered by the Financial institution Muscat Contact Centre embody utility kinds and real-time deposit and change charges for choose currencies along with particular companies.
Talking concerning the banking excellence that’s enabled by the Contact Centre, Amjad Iqbal Al Lawati, AGM – Playing cards & eBanking, Financial institution Muscat, stated, “Financial institution Muscat operates the biggest Contact Centre within the nation as a key enabler of the financial institution’s customer-centric technique. The contact centre together with different digital channels is taking part in a key position in serving to the financial institution guarantee enterprise continuity whereas making certain the security and wellbeing of our valued clients and workers and offering an alternate and handy banking channel.”
Al Lawati, thanked all of the financial institution’s contact centre workers for his or her steady work and honest efforts in finishing numerous transactions and responding to buyer inquiries, particularly at the moment which witnesses the excessive variety of calls obtained by the centre each day as a result of circumstances of the results of the Coronavirus, indicating that and for the security of the workers have been divided into two teams first in Ruwi and the second in Ghubrah, taking all precautions and necessities.
Financial institution Muscat clients can get in contact with the Contact Centre not solely by calling in but additionally by WhatsApp. Clients who save the financial institution’s contact centre quantity 24795555 of their contacts record will discover that it robotically seems inside WhatsApp because the verified official account of Financial institution Muscat. The inexperienced badge that comes alongside the financial institution’s identify confirms the authenticity of the account. Customer support by WhatsApp is offered 7 days every week from 8am to 11pm and facilitates solutions to buyer queries relating to totally different services. It will also be utilized by clients to share suggestions and solutions. By way of this distinctive service, clients will have the ability to immediately contact the financial institution’s customer support workforce, and might even use it to report fraud makes an attempt.