Bank Muscat Recognized as Best Large Call Centre at Middle East Level

Bank Muscat Contact Centre, has been recently awarded the prestigious “Best Large Call Centre” award at the INSIGHTS Middle East- Regional Call Centers Awards, one of the most respected recognitions in the customer service industry, highlighting the Bank’s unwavering commitment to delivering exceptional customer service and enhancing the customer experience at every touchpoint. The Bank’s Contact Centre is the largest center in the banking sector in the Sultanate of Oman. It provides various services around the clock and all days of the week to ensure various banking services and facilities are delivered to customers more quickly and efficiently.
The INSIGHTS Middle East- Regional Call Centers Awards, are renowned for their rigorous evaluation process, which includes comprehensive assessments and benchmarks across a variety of customer service metrics. Recognized globally, the Awards are dedicated to acknowledging the best in customer service, celebrating establishments that exemplify quality, efficiency, and innovation in their customer support functions. The award recognizes organizations that demonstrate excellence in key areas, including customer satisfaction, operational efficiency, innovation in customer service processes, and employee engagement. Bank Muscat stood out for its commitment to personalized customer interactions, use of advanced technology, and consistent efforts to improve response times and resolution accuracy, all of which contribute to a seamless and rewarding experience for customers.
“This prestigious award is a testament to the hard work, dedication, and customer-first approach that define our contact centre team,” said Talal Abdul Hameed al Zadjali, Deputy General Manager – Operations, Bank Muscat. “We continuously strive to innovate and enhance our service delivery, making sure that our customers receive the highest level of support and satisfaction. This recognition from INSIGHTS reinforces our commitment to excellence and motivates us to push the boundaries of what exceptional customer service can be. I would like to thank our Contact Centre Team for their dedication to apply the Bank’s vision and enhance customer experience” he added.
Bank Muscat is proud of this achievement and remains dedicated to advancing its customer service standards. Looking forward to the future, the Bank is committed to building on this success and continuing its journey of excellence in customer experience, leveraging new technologies and empowering its team to deliver unparalleled service for years to come. The Bank strives to attract qualified and talented Omani cadres to the centers and upgrade its technologies. It operates the center with over 170 team members who demonstrate competency in running the center to provide the best service to customers.
Bank Muscat’s contact center offers a wide range of services, including money transfers, information about the bank’s products and services, inquiries about account opening procedures, credit card balance details and statements, loan information, fixed deposit interest rates, and currency exchange rates. Additionally, Bank Muscat customers can request card cancellations, account statements, cheque requests, credit card statements, utility bill payments (such as electricity and water bills), and many other services designed to complete customer transactions accurately and promptly.
The Contact Center has implemented advanced cybersecurity measures and introduced the Bot-Based Outcalls Technology (BOT) which the Fraud Monitoring Team at the Center apply to detect fraudulent transactions and respond to fraudulent calls and suspicious communications. The implementation of this innovation has revolutionized and enhanced the communication methodology with the Bank’s customers. It has also helped the Bank’s services reach a wider customer base. The fraud monitoring team at the Center also address reports of lost cards or other urgent matters, enabling customers to block their cards if lost or stolen, either through the Center or via the Bank’s digital channels.
Reaffirming its excellence in customer service, Bank Muscat has won the Customer Experience Innovation Award at the CX Live Awards Show Middle East 2024, named the Most Customer Centric Digital Bank by Global Business Outlook (GBO) Awards and Oman’s Domestic AI initiative of the year Award by the Asian Banking & Finance Awards.