BankDhofar’s new call centre enriches customer experience

Through the renovation, BankDhofar Call Centre will handle high call volumes; enabling customers to handle their own simple operations over the phone

MUSCAT: Stemming from its belief that customers are the core for its success and operational growth, BankDhofar renovated its call centre operations with Integrated Voice Response (IVR) system to offer a host of exclusive services to customers.

BankDhofar constantly endeavours to promote positive communication and retain the sustainable relationship with its customers. The system provides significant benefits to customers by offering services around the clock, including holidays. Through the renovation, BankDhofar Call Centre will handle high call volumes; enabling customers to handle their own simple operations over the phone.

Commenting on this achievement, Marwan Al Zadjali, head of Alternative Delivery Channels at BankDhofar noted: “At BankDhofar customer experience comes first and foremost. We constantly set the standards for the best customers to experience within the banking industry across Oman. Through the IVR system we will be able to handle the high call volume on daily basis in an effective manner, and eventually, increase our customers’ satisfaction.”

The new facility provides a number of exclusive services including, account services, credit and debit card services, utility payment among other exclusive services. With the aim of boosting customer experience and enhancing their satisfaction level, BankDhofar will minimise the call duration, as customers will get a faster response to their query.

Elaborating on the services provided through the IVR system, Muhannad Ghulam Al Balushi, Senior manager - Call Centre at BankDhofar noted: “At BankDhofar, We continue to serve our customers with state-of-the-art technologies. The new IVR system will enhance the customer experience as they may avail a number of services through a phone call, which is available around the clock. The exclusive services provided include for example; mobile top-up, unblock debit card, reissue and re-set of Debit Card pin, statement enquiry, cheque book request, bill payments, and many other prompt services.”

“Customers can enrol and avail their banking services very easily by calling our call centre IVR, as we have amended the authentication to be used in three different ways, OTP, Debit Card pin, and TPIN, this allows the customers to have a choice of what they prefer,” Muhannad added.

As part of its ‘Together 2020’ journey which aims at reaffirming its position as a leading bank in the Sultanate and the best in the Gulf, BankDhofar continues to provide the best customer experience, innovative products and creative services that are custom-made to meet the needs and requirements of our customers.