Oman Air call center goes 24x7

The Oman Air Corporate Communications and Media acknowledged that customers' accessibility is extremely important and that Oman Air understands the importance the call center plays in delivering a great customer experience.

After increasing its number of destinations and traffic globally, Oman Air has also decided to expand the facility believing that the new call center can justifiably boast outstanding customer satisfaction ratings. The call center will enable Oman Air to extend its reach and range of services to customers and raise the quality of service standards throughout the company.

Hamed Saif Al Harthey, Senior Manager Reservations & Global Distribution in Oman Air, explained that the main objective of this extension of service is to provide complete accessibility to Oman Air's valued customers anytime they need it. The call center is the first point of contact for any Oman Air customer and is equipped to provide information about schedules, fares, reservations, ticketing, holiday packages Sindbad FFP program and other operational information.

He said, "Customers could now even purchase tickets over the phone using their credit cards and they will have the tickets e-mailed over. This facility makes it convenient to purchase an Oman Air ticket to any of its destinations, anytime and from anywhere and is absolutely secure, using enhanced security protection for the customers that use this service".

The Oman Air Call center at present covers the entire Sultanate of Oman and handles about 55000 calls a month. The present team consists of 35 staff and will increase to 85 staff by 1st July 2008.

Oman Air plans to extend the services of the Call Center to the entire AGCC region and the Middle East including Jordan, Lebanon and Egypt by the end of the year. "The Aim of the Oman Air Call Center is to provide the highest standard of service with the best possible quality through multiple channels of communication to enable interactions that create value for its customers and for the organization," Al Harthey added.

Corporate Communications and Media of Oman Air explained that call centers have consequently become means for business transformation, freeing up businesses to focus on core activities, affirming that call centers have evolved from being cost centers to profit centers. Oman Air has learned that service is the key to attracting and maintaining customers and therefore, revenue. In a service business like the airline business, a call center is the difference between being in business and not being in business, since call centers help companies quickly overhaul service and improve their image.

A call center is a strategic asset that companies can use to strengthen customer relationships, through learning more about customers and therefore serve them better, which improves the bottom line. Oman Air affirmed in conclusion being extremely confident that the call center service levels will continue to improve through the dedicated efforts of the concerned in the company.