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Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
Latha Thamma reddi
SR Product and Portfolio Manager
Vitor Almeida Santos
Manager of Communication
Jim Thomsen
VP of Customer Success

News : New Technologies Enable Omantel Call Centre Employees to Work Remotely

#contactcenterworld, @omantel

Muscat, Oman, May 6, 2020 -- Call centres play a pivotal role in serving customers in normal circumstances, such importance is even doubled in exceptional circumstances such as those faced currently by the Sultanate and the world as a result of COVID-19 outbreak.

Omantel call centre, the first support line for customers and one of the largest call centres in the Sultanate, receives 10 million calls every year enquiring about the company’s various services and products - an average of more than 20,000 calls a day.

Considering the importance of maintaining the expected level of service by customers and since the beginning of the spread of COVID 19, Omantel considered alternative solutions that can help the company deal with the challenges posed by COVID-19, especially those related to social distancing and reducing the number of employees in the various sites of the company as per the directives issued by the Supreme Committee. As a result, Omantel’s call centre has been receiving an increasing number of calls since COVID-19 started to impact the country, which exceeded 35,000 calls a day.

Omantel empowered the largest number of its employees to work remotely from home, ensuring their safety while maintaining the services rendered to customers. The new approach included call centre employees whose nature of work requires immediate response to customers’ inquiries and requests, a key function especially after the closure of Omantel outlets. Omantel call centre has been provided with facilities and devices including computers, mobile phones and required software enabling the Call Centre team to work remotely from home without compromise on the quality of the service provided to customers.

The early preparations have enabled the call centre to handle 1,507,211 calls over the past 42 days; this includes all the calls that have been received through the automated-reply system for self-service and to call centre employees. In addition, the number of hours worked from home exceeded 9,684 hours per week. Moreover, within the framework of its social responsibility, Omantel has endeavoured to benefit from its accumulated experience and technical capabilities in providing support to a number of government institutions working in the front lines to confront the pandemic, the most important of which are the Ministry of Health and Muscat Municipality. Omantel's call centre has been equipped to serve as a parallel call centre for the Ministry of Health main call centre working hand by hand with the main call centre. In addition, Omantel state-of-the-art solutions enabled Muscat Municipality staff to work remotely from home.

#contactcenterworld, @omantel

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Escalation Procedures

Read today's tip or listen to it on podcast.

Published: Thursday, May 7, 2020

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2023 Buyers Guide Translation Services

101 translations

Since 2002 101translations has been providing fast, reliable and cost-effective language translation services for a wide range of industries, including major players in the contact centre market. Our professionals have experience with the translation of materials such as training videos and interactive courses, conversation transcripts, legal documentation, websites, and much more.

We work into every language in the world, from Abkhazian to Zulu.

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

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