Bank Muscat revamps call centre operations


Bank Muscat chief executive officer (centre) inaugurated the revamped call centre at a ceremony attended by senior bank officials. Photo provided

Muscat: Bank Muscat has revamped its call centre operations offering enhanced integrated voice response (IVR) facilities to avail a host of services. Abdul Razak Ali Issa, Chief Executive Officer (CEO), inaugurated the revamped call centre at a ceremony attended by senior bank officials, said a press release.

"Bank Muscat is proud to launch the revamped Call Centre operations as part of its commitment to excellence in providing innovative banking solutions. A keen perception of customer requirements has enabled the bank to develop products and services in line with the current and emerging needs. Continuous innovation of products and services has resulted in the largest banking family reaping valuable benefits," said AbdulRazak Ali Issa.

Bank Muscat operates the largest call centre in the banking domain in the Sultanate with best in class technology, handling an average 150,000 calls a month.

The language options for the integrated voice response facility include Arabic and English. Of late, the call centre is witnessing increased IVR calls. Using the robust IVR system, customers can help themselves to obtain all information or make requests for services and products. Customers can report card loss and block their cards through the integrated voice response system.

To use the integrated voice response facility, callers are required to follow the audio instructions after contacting the call centre. The instructions to press relevant numbers on phone facilitate the respective options to obtain various information and services.

To enhance IVR facility, Bank Muscat has launched instant generation of T-PIN (telephone personal identification number). The new facility eliminates the need to wait for few days to manu- ally collect T-PINs from branches. Customers can contact the Call Centre on 24795555 and instantly generate T-PINs of their own choice over the call.

The ease of instant generation of T-PIN over a call leads to flex- ibility to carry out phone bank- ing transactions 24x7. Offering convenience and flexibility, Bank acquisition Muscat phone banking services are prompt, easy and secure with the fully secured T-PIN.

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 service time.

The call centre, manned by 150 staff, has achieved near-100 per cent Omanisation with a healthy 50:50 male, female ratio. The phone bankers are professionally trained in soft skills development and customer relations to handle the operations.

The call centre activities are divided into three areas – operations department, solutions department and fraud monitoring unit with a dedicated and specialised unit for Asalah Priority banking customers.

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 inter- est rates, currency exchange rates etc. The call centre can also be contacted to obtain account statements, credit card statements, 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. 

The call centre also handles Internet and telephone bill payments, water and electricity bill payments, school fee payment, fund transfer and remittance abroad. Account related services require the mandatory use of a valid telephone personal identification number.

The call centre staff is on a constant vigil against card fraud. Transactions at high risk vendors and PoS are always monitored. The performance evaluation of call centre staff is done on a regular basis to encourage and motivate them to set benchmark standards in performance.

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