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BankMuscat Call Centre staff feted for performance excellence

MUSCAT, 13 June 2012 - BankMuscat, the flagship financial institution in the Sultanate, felicitated the Call Centre staff for performance excellence. The monthly Najem awards for the months of March and April were given away to 10 Call Centre staff  by Said Al Badai, Deputy General Manager – Branches, and Abdullah Tamman Al Maashani, Assistant General Manager – Direct and Institutional sales. Aimed at encouraging and motivating the Call Centre staff to set benchmark standards in performance, the Najem reward and recognition programme is based on a systematic, scientific and objective score card.

Said Al Badai, Deputy General Manager – Branches, said: “We are proud to felicitate the Call Centre staff who have excelled in service. The greatest challenge for Call Centre staff is to be prompt in solving customer requirements. Their contributions are vital to improve customer relations as they deal with customers from diverse nationalities. The work environment at times can be challenging, especially during peak hours when customers are in the queue to receive information or assistance, but they are trained to deliver the best service and thereby affirm the leading position of BankMuscat."

The BankMuscat Call Centre is a beehive of activity with phone bankers answering calls 24 x 7 throughout the year. On average, the Call Centre receives 6500 calls a day with the monthly average at 170,000 calls. Of these, the integrated voice response (IVR) calls constitute 10 to 12 per cent and the remaining calls are answered by phone bankers. The language options for the IVR facility include Arabic and English.

The Call Centre services are provided within the fastest processing time. Ninety per cent of the calls are answered within 10 seconds. Despite the high call volume, the service level is one of the best as most of the calls are answered within one second.

The Call Centre has recorded significant growth in the last one year from a 50-seat facility to 150-staff facility. The centre has achieved 100 per cent Omanisation with a healthy 50:50 male, female ratio.

Of late, the Call Centre is witnessing increased penetration of the use of IVR calls. Using the robust IVR system, customers can help themselves to obtain information or make requests for services and products. International customers can report card loss and block their cards through the IVR system.

The Call Centre activities are divided into three areas – operations department, solutions department and fraud monitoring unit.

The Call Centre can be contacted for hot-listing of cards, assistance in account opening formalities, enquiries on account balance and transaction details, credit card transactions, loan details, issue of cheque book, fixed deposit interest rates, currency exchange rates etc. The Call Centre can also be contacted to obtain account statements, credit card statements, stop payment of cheque, money transfer and loan status.

The Call Centre assistance becomes critical, especially during non-banking hours to report card loss or any other urgent matter. Customers can use the IVR system to block their cards themselves. The Call Centre handles internet and telephone bill payments, water and electricity bill payments, education fee payment, fund transfer and remittance abroad.

The Call Centre staff is on a constant vigil against fraud as the centre is equipped with tools to detect fraudulent card transactions. Transactions at high risk vendors and PoS are always monitored.