To speed up termination of communications, Muscat Contact Centre trains Liaison Officers with new techniques

Muscat: As an attempt of Muscat Municipality to speed up the process of terminating communications, specialists of Muscat Call Centre organized (Today) a training workshop on new mechanism of resolving communications received by the service directorates in Muscat. The workshop targeted a number of employees of the municipality in its various service sectors, in the presence of general managers of the relevant directorates across Muscat, and liaison officers in the Communication Center, at the Hilton Muscat Hotel.

The workshop aimed to provide participants with a set of knowledge, science, and best practices in order to increase the satisfaction rates of beneficiaries of the services provided by various entities, and also to build bridges of cooperation between the centre and the directorates of Muscat Municipality to ensure the completion of transactions accurately and quickly, a goal that everyone should achieve to develop performance as the basis for achieving the satisfaction of beneficiaries of services.

During the workshop, several topics were reviewed, including the mechanism for managing complaints and communications, starting from the beneficiary to the third support line, and the mechanism for escalating complaints. A brainstorming session was held and ideas were presented from participants in finding best practices to escalate outstanding communications.