Muscat,29 March 2020
In line with its vision ‘To serve you better, everyday’ and commitment to partnership in banking convenience, Bank Muscat’s contact centre continues to high-quality customer service to enable the bank to be at the forefront of customer service excellence. As part of its customer centric strategy, Bank Muscat operates the largest Contact Centre in the banking sector in the Sultanate. Featuring the best in class technology, the Contact Centre handles over millions of customer queries annually. As the bank’s contact center witnesses these days receiving more calls from customers, the bank recorded a high percentage of calls to 60% compared to the previous period, amid the willingness of the center’s employees to answer all calls and in record times, which helps the public to get all the information without the need to visit branches.
With phone bankers answering calls 24/7 at 24795555, the Contact Centre provides services with hardly any waiting time. The automated integrated voice response (IVR) system handles a large portion of the calls received by the Call Centre with callers having a large number of self-service options, with the remaining calls 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. Services provided by the Bank Muscat Contact Centre include application forms and real time deposit and exchange rates for select currencies in addition to special services.
Speaking about the banking excellence that is enabled by the Contact Centre, Amjad Iqbal Al Lawati, AGM - Cards & eBanking, Bank Muscat, said: “Bank Muscat operates the largest Contact Centre in the country as a key enabler of the Bank’s customer-centric strategy. The contact centre along with other digital channels is playing a key role in helping the bank ensure business continuity while ensuring the safety and wellbeing of our valued customers and employees and providing an alternate and convenient banking channel.”
Al Lawati, thanked all the bank’s contact center employees for their continuous work and sincere efforts in completing various transactions and responding to customer inquiries, especially at this time which witnesses the high number of calls received by the center daily due to the conditions of the effects of the Corona virus, indicating that and for the safety of the employees were divided into two groups first in Ruwi and the second in Ghubrah, taking all precautions and requirements.
Bank Muscat customers can get in touch with the Contact Centre not only by calling in but also by WhatsApp. Customers who save the bank's contact centre number 24795555 in their contacts list will notice that it 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. Customer service through WhatsApp is available 7 days a week from 8am to 11pm and facilitates answers to customer 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.