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News : Al Maha Call Centre Receives More Than 12,000 Calls


Muscat, Oman, Oct 8, 2018 -- Al Maha Call Centre has succeeded in achieving a quantum leap in its customer service. Since its launch on July 10, 2017, till October 7, 2018, the centre has received more than 12,000 calls, most of which are focused on customer inquiries about the company's national fuel subsidy cards.

This comes as part of Al Maha's keenness to achieve its goal of excellence in customer service, in order to achieve the overall quality envisaged by the company to serve its customers and to monitor their aspirations for various services provided to them through stations spread throughout the Sultanate.

Al Maha Call Centre is the link between the subscriber and the company to respond to all inquiries, complaints and requests of customers, and to deal with them according to the integrated quality standards to achieve the satisfaction of subscribers. 

Al Maha Call Centre aims to help all customers communicate quickly and easily, providing an integrated and modern customer relationship management platform, and to address the cases and messages received from customers. The vision of the centre is to create a single point of contact to access all the services provided by the company in different governorates of the Sultanate.

Suad bint Mohammed Al Abri, Head of Customer Service Department at the Company, said: "Al Maha Call Centre responds to all customer inquiries and opinions about the services and products offered by the company. It is based on the company’s philosophy and keenness to satisfy its customers and provide them with fast and high quality services that meet global standards and methods in the field of customer service and care."

The customer service department, which supervises the call centre, monitors and analyses reports and proposals received from customers and tries to find mechanisms to develop services and products. The call centre staff records all feedback received from callers in the system and sends them to the staff of the customer service department who in turn sends all comments to the relevant departments to respond to queries, suggestions or reports of customers. The system records the time taken to respond to customers and ensures that all necessary data is provided.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Games Trainers Play

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2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

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L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

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