Muscat, 11 June 2019
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 have been instituted by Insights, the leading call centre based professional services organisation in the Middle East.
Bank Muscat has been at the forefront of customer service excellence and strives to continually deliver high quality customer service. 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 24x7, 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 Iqbal Al Lawati, AGM - Cards & eBanking, Bank Muscat, 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.
Other services include request for cheque book and application forms; real time deposit and exchange rates for select currencies using exchange rate calculator and branch locator to identify the nearest branch, in addition to special services. To use the phone banking IVR facility, customers are required to follow the audio instructions after calling on 24795555.
Bank Muscat products and services have evolved over the years in line with specific requirements by its customers, fulfilling their financial dreams and aspirations. Earlier in April this year, the Bank launched a new mode of contact for all its customers through WhatsApp. To begin using the service, customers have to save the bank's contact centre number 24795555 in their contacts list. The number then automatically appears within WhatsApp as the verified official account of Bank Muscat. The green badge that comes alongside the bank’s name confirms the authenticity of the account. The service is available 7 days a week from 8am to 10:30pm and will facilitate answers to customers’ queries regarding different products and services. It can also be used by customers to share feedback and suggestions. Through this unique service, customers will be able to directly contact the bank’s customer service team, and can even use it to report fraud attempts.
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 centre is well equipped to detect fraudulent card transactions. Transactions at high risk vendors and PoS are always monitored for extra security.