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News : Infoline Sets Up Be’ah’s Waste Management Call Centre
Muscat, Oman, March 16, 2016 -- Infoline LLC this month successfully implemented and commissioned call centre solution integrated with customer relationship management (CRM) software for Oman Environmental Services Holding Company ‘be’ah’ which has been granted the mandate and legal status as the entity responsible for solid waste management in the Sultanate of Oman, by Royal Decree No. 46/2009.
Be’ah’s main objectives are to control environmental damage incurred during traditional waste dumping processes, structure the waste sector and its related services in a sustainable manner, develop the industry and support the economy.
Be’ah in order to provide centralised customer service to its contractors, citizens, suppliers etc decided to implement multimedia enabled call centre. Towards meeting its goal of customer service and conservation of the environment, be’ah through a publicly tendered process selected Infoline LLC, Sultanate of Oman’s third party outsourcing call centre company to implement call center service at be’ah’s head office in Muscat.
Based on customer service support strategy of be’ah call centre will be activated in two phases. In phase one, call centre will be responsible for providing information in Arabic and English to callers related to customer service, enquiries, complaints, suggestions etc. across the sultanate. In phase two, company plans to integrate call centre with ERP system already installed at be’ah site to provide seamless customer support to all stakeholders of be’ah.
Infoline LLC implemented full multimedia blended ‘Omni call centre solution’ capable of servicing callers across voice, email, chat, fax and social media channels.
As the sultanate marches towards achieving digital society vision of His Majesty SultanQaboos bin Said, call centre solution implemented by Infoline will meet multi-channel customer service needs of be’ah for years to come.
In addition to call centre, Infoline LLC has also deployed and integrated its own CRM solution with call centre. Key support provided by CRM is to record all transactions related to callers in real time basis and provide anytime, anywhere access to be’ah management team in providing solution to its end users which are primarily waste collection contractors, citizens, hospitals, industries etc.
CRM is equipped with inbuilt smart rules and workflows which enable the support users to assign, store and track tickets, feedbacks, status of work etc across multiple departments. CRM will provide complete control over data transactions initiated by be’ah staff to capture, manage and analyse complaints, feedbacks, to improve service efficiency, boost consumer satisfaction and help be’ah to monitor grievance disposals. CRM can be accessed 24x7 using mobile, laptops etc.
Commenting on the partnership with Infoline, Widad al Harthy, section head call centre said, "Be’ah is working towards providing international standard service, by which, the call centre provides a direct channel with various stakeholders, specially the general public, and ensures that we receive feedback and provide them with the highest standard services. This call centre plays a major role in the waste management operations."
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, March 18, 2016