Amjad al Lawati, AGM – Cards and eBanking, mentioned, “Aimed at achieving the customer-centric objective, the bank has embarked on innovative solutions to add convenience and enhance service. Bank Muscat is a first mover in the Oman market in deploying various alternate banking channels to add convenience and provide remote banking access. The Contact Centre extends support to all alternate banking channels, including Internet banking, Mobile banking, ATMs and CDMs. The bank is proud to operate the top-notch Call Centre as part of its commitment to excellence in providing innovative banking solutions. A keen perception of customer requirements enables the bank to develop and sustain products and services in line with the current and emerging needs.”
The Contact Centre operations are driven by state-of-the-art integrated voice response (IVR) systems for a host of solutions. With the very best in class technologies, the Call Centre handles an typical 10,000 calls a day and serviced more than 3mn calls in 2017. The language alternatives for the IVR facility consist of Arabic, English and Hindi.
Using the robust IVR program, consumers can aid themselves to get all info or make requests for solutions and goods. Notably, consumers can report card loss and block themselves their cards via the IVR program. The Contact Centre is the very first get in touch with for threat mitigation in the occasion of card loss or card block and dissemination of solution and service info. To use the IVR facility, callers contacting the Contact Centre are needed to stick to the audio guidelines. The guidelines to press relevant numbers on telephone facilitate the needed alternatives on info and solutions.
To boost the IVR facility, Bank Muscat provides the use of Debit card and ATM PIN as a unified PIN for IVR Services, which is a special service offered only by Bank Muscat in Oman to facilitate 24×7 telephone banking service. The IVR-primarily based economic transactions volume recorded a phenomenal 315 per cent improve throughout the final 3 years from RO16.4mn in 2015 to RO35mn in 2017. The Call Centre handles all calls with the quickest processing time not exceeding 20 seconds and effectively respond to 95 per cent of calls. Despite the higher get in touch with volume, the service level is a single of the very best as most of the calls are answered inside service time. The 100 per cent Omanised Call Centre is manned by 140 Omani staff with an equal ratio of male and female employees. The telephone bankers are professionally educated in soft abilities and client relations to deal with the operations.
The Contact Centre activities mostly cover inbound operations, options, fraud monitoring team and card merchant assistance. The Call Centre has committed teams on continuous vigil to monitor card fraud and higher threat PoS transactions. The Fraud Monitoring Team scrutinises debit and credit card transactions on all channels with higher-finish fraud monitoring tools. The team monitored more than 180,000 fraud alerts in 2017.
Merchants utilizing the bank’s PoS terminals are supported by the Call Centre with respect to their queries and complaints. Presently, the bank has four,000 plus merchants with 18,000 plus PoS terminals, which is projected to develop year-on-year basis.
The bank’s higher net-worth asalah Priority banking consumers are serviced by the Call Centre on an exclusive quantity with a unique welcome message, quickly-tracking of calls, festival and birthday greetings.
The Contact Centre gives help to consumers for hot-listing of cards, account opening, enquiries on account balance and transaction specifics, credit card transactions, loan specifics, concern of cheque book, fixed deposit interest prices, currency exchange prices and so on. Customers can also get info on account statements, credit card statements, cash transfer and loan status.
The Call Centre help is very crucial, particularly throughout non-banking hours, to report card loss or other urgent needs. The Contact Centre assists consumers with a host of utility bill payments, such as Internet, phone, water and electrical energy, college charge payment, fund transfer and remittance abroad. Account connected solutions demand the mandatory use of a valid individual identification quantity (PIN).
The accolades won by the Contact Centre consist of the ‘Best Self Service Banking Project in the Middle East 2015’ award by The Asian Banker and the ‘Insights Middle East Call Centre Award 2017.’ Bank Muscat consumers can get in touch with the Call Centre on 24795555 any time, from anyplace in the planet.
Information Source: Muscat Daily