In recognition of its continuous strive to provide outstanding customer experience, BankDhofar – the best bank in the Sultanate – has received the “Best Contact Centre Experience – Oman” award by the UAE-based Ethos Integrated Solutions.
The annual Customer Experience Benchmarking Index gives banks a methodology to benchmark service quality. It is carried out by a team of trained and experienced researchers who focus on real scenarios that a prospective customer would face when using a bank branch, call centre or website.
Marwan Mohammed Al Zadjali, Executive Manager – eBanking at BankDhofar, said: “This award reinforces BankDhofar’s position as a market leader and it reflects our core business values that revolve around providing best customer experience, state-of-the-art products and best-in-class services.”
The uptime BankDhofar Call Centre is available 24/7 for customers who can call (+968) 24791111 anytime – whether they are in Oman or overseas – for inquiries on products and services, as well as assistance from qualified call centre agents. The call centre is available in Arabic and English languages to offer a wide range of services that include: phone banking customer registration, products and services information, card loss report, branches and ATM location, electronic channels services information, special offers and promotions information, complaints and suggestions, account information, information on Fix Deposit and loans, information on mobile and internet banking, information on deposit interest rates and exchange rates, information on credit card payment and other card related information, balance inquiries including deposit/withdrawal/mini-statements, request of statements by fax or email, utility bill payments and mobile top-up, funds transfer and demand draft request, cheque book request and pin change. In addition, BankDhofar customers can also leave a request for the call centre agents to call them back. This adds to the convenience of the customers experience as BankDhofar is committed to provide the best banking experience through its various channels.
“In order to deliver outstanding customer service, we understand our customers’ needs and requirements and we provide services that exceed their expectations.  To ensure customer satisfaction, we follow a strict quality control procedure and our Call Centre agents continuously go through periodic training programmes on products and customer handling skills,” said Al Zadjali.
Milad Abdul Redha Al Ajmi, Call Centre Manager, also added: “To further enhance our customer experience, callers can choose the call-back option during peak time to receive calls back from our agents who are trained to attend to customer requirements. Market research also showed that BankDhofar customers enjoy the minimum waiting time in addition to the most efficient services and quick response to inquiries and technical issues.”