MUSCAT, 17 June 2015 – Bank Muscat, the flagship financial services provider in the Sultanate, has won the 'Best Self Service Banking Project in the Middle East 2015' award by The Asian Banker. In recognition of innovative technological initiatives, the bank's Call Centre was honoured at the Middle East & Africa Technology Implementation Awards ceremony hosted by The Asian Banker.
Bank Muscat operates the largest Call Centre in the banking sector in Oman. Featuring the best in class technology, the Call Centre handles on average 200,000 calls a month. The automated integrated voice response (IVR) system handles 60 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, English and Hindi.
Of late, the Call Centre is witnessing increased levels of IVR calls. The enhanced IVR facility does not require pre-registration and customers can log in for the service with their 16 digit debit card and 4 digit ATM PIN numbers.
The revamped phone banking service was introduced as part of the bank's commitment to excellence in providing innovative banking solutions. Driven by the latest technological features offering a wide range of options, the phone banking presents a unique facility that allows customers to bank at convenience from 'anywhere, anytime'. For people constantly on the move, the service is a boon.
The phone banking services include fund transfer to own account, third party account within Bank Muscat and third party account outside Bank Muscat. Customers can also utilise the service for speed transfer of funds to India. The service can also be availed for utility bill payments such as water, electricity, telephone, internet, Ooredoo and Omantel mobile top-up, school fees and credit card payment.
The service also includes real time balance enquiry for saving and current accounts, loans, credit card and deposits. Customers can also generate and receive mini or detailed account statement on registered email addresses.
The Call Centre assistance becomes critical, especially during non-banking hours to report card loss or any other urgent matter. 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 equipped to detect fraudulent card transactions. Transactions at high risk vendors and PoS are always monitored.
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 contacting the Call Centre on 24795555.
The Call Centre has achieved 100 per cent Omanisation with a healthy 50:50 male, female ratio.