MUSCAT – Targeting more than two million customers, the Bank Muscat contact center continues its successes and achievements in providing a full range of banking services and facilities as an essential communication channel with customers to obtain banking services and raise inquiries about the services and products provided by the bank. Based on its customer-centric strategy, Bank Muscat’s contact center has become one of the most important and largest centers in the banking sector in the Sultanate of Oman, supervised by a specialized and highly efficient Omani team. It operates all days of the week and throughout the year.
Coinciding with the Global Customer Experience Day, and to highlight these successes and the important role played by the center in the field of enhancing communication with customers, Bank Muscat, the leading financial services provider in the Sultanate of Oman, organized a media visit for a number of media representatives to the bank’s contact center located in Ruwi commercial district, Muscat. The attendees got acquainted with the sections of the center and its various operations, and learnt about the services provided by the bank to customers. The visit included a presentation featuring the quality of banking services, facilities offered to all customers and the most important achievements of the contact center over the past years.
During the visit, journalists met with the center staff and held discussions about the work mechanism of the center.
Since its inception in 2000, Bank Muscat’s contact center has been working to provide the best banking services and facilities to customers at all times. Its experienced Omani staff receive the calls 24/7 and efficiently handle the different issues faced by customers. The number of employees in the center stands at 160 employees. Also, the center provides an automatic answering service through its dynamic and intelligent IVR systems. It further handles about 8.24 million calls, alerts, mentions per annum in Arabic, English and Hindi languages. Besides, the center team manages 12 social media accounts affiliated to the bank on various social networking sites, with the aim of introducing customers to the services and products of Bank Muscat, displaying the latest developments in the field of banking services, in addition to communicating with all customers from different segments of society and responding to their queries all the time.
Talal Abdul Hameed Al Zadjali, Deputy General Manager-Operations, Bank Muscat, said: “I would like to thank our media partners for their attendance and their continuous support for all events, activities and initiatives organized by the bank in various fields. Media is an essential partner in the success of the bank’s career and plays a big role in enhancing communication with customers and members of the community in general. The contact center represents a vital link between the bank and its valued customers accessible 24/7. Featuring the less waiting period, Bank Muscat contact center is one of the most important contact centers in the banking sector in Oman. We are proud of the achievements it accomplished in fostering the best services and facilities. I would like to take this opportunity to thank all of the center’s employees for their tireless and sincere efforts to ensure that work goes seamlessly and smoothly. The bank will continue to enhance the contact center’s role through attracting the competencies and equipping it with the state-of-art technologies”.
The contact center services are very important due to the frequent frauds that occur all over the world in different and new ways with the aim of exploiting people for financial gains. The fraud control team at the contact center is always on the lookout for suspicious operations as the center is well equipped to detect fraudulent transactions. It closely and intensively observes and protects transactions related to individuals and merchants at points of sale. The center deals with reports on loss of cards and any other urgent matters especially during holidays and vacations, so that the card can be blocked in case of loss or theft. This service can be availed through the center and Bank Muscat digital channels.The Bank Muscat contact center offers a range of services, including money transfer, information about the bank’s products and services, inquiries about account opening procedures, credit card balance details and statements, loan details, interest rate on fixed deposits and currency exchange rates. Also, Bank Muscat customers can apply for cards cancellation, account statements, cheques requests, credit card statements, utility bills payments (such as electricity and water bills) and many other services aimed at completing customer transactions accurately and quickly. These services can be availed by dialing 24795555 or via the WhatsApp. Customers can add the contact center number to their contact list and the number will then appear automatically in their WhatsApp. These services are available throughout the week from 8 am to 10:30 pm. As for the IVR service is available throughout the day and all days of the week for inquiries related to various products and services.
Bank Muscat continued to demonstrate its leadership role by being once again named by Forbes Middle East among the Top 50 Banks and the Top 100 Listed Companies in the region. The Bank was also honoured with the Best Call Centre (Banking) Award within Insights Middle East Call Centre Awards 2022.