Bank Muscat’s Contact Centre enhances Customer Experience

In line with its customer-centric vision of “Serving you better, every day”, Bank Muscat offers a large range of services through its Contact Centre, which is an important channel of communication for customers to get in touch with the bank whenever the need arises. As part of its customer-centric strategy, Bank Muscat operates the largest Contact Centre in the banking sector in the Sultanate, which is manned by a team of competent and highly-trained Omani phone bankers 24/7 throughout the year. The Contact Centre uses an intuitive Integrated Voice Response (IVR) system to respond to about 64 per cent of the incoming calls, with phone bankers handling more complex queries and providing detailed clarifications to customers.