Bank Muscat’s Contact Centre has been recently awarded the prestigious “The Call Center Initiative of the Year – Oman” title at The Asian Banking & Finance Retail Banking Awards 2026. The Contact Centre is the largest center in the banking sector in the Sultanate of Oman, providing 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 Asian Banking & Finance Retail Banking Awards 2026 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.
On this occasion, Talal Abdul Hameed al Zadjali, Deputy General Manager of Operations at Bank Muscat, said: “This prestigious award is a testament to the hard work, dedication, and customer-first approach that define our contact center team. 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 reinforces our commitment to excellence and motivates us to push the boundaries of what exceptional customer service can be. Bank Muscat will uphold its commitment to enhancing the banking experience of customers with the best services and solutions.”
As part of its continuous commitment to enriching the experience of customers and providing exceptional support, the Bank has recently launched new 24/7 Toll-Free Numbers for Bank Muscat & Meethaq to provide our customers with direct and immediate access in case of emergencies such as lost cards, fraud incidents, and complaints. Additionally, the Bank offers customers multiple convenient channels for support, including WhatsApp, email, and social media platforms. These channels enable customers to submit inquiries and feedback, and receive assistance, reflecting the Bank’s commitment to delivering a seamless, accessible, and customer-centric banking experience across every touchpoint.
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 199 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 2026 and it has been named Oman’s Domestic AI initiative of the year Award by the Asian Banking & Finance Awards.
