14 May 2012
Muscat: Introduction of new technology that would improve contact centre efficiencies, costs and performance would be the right thing to do for Oman, said Sameer Gupta, executive vice president, Infoline.
Speaking at a seminar held yesterday to discuss the challenges facing the contact centres in Oman, Sameer said that that the concept of contact centres is changing over the years and currently there is interest in cloud computing for contact centres.
The seminar organised by Knowledge Oasis Muscat (KOM), the technical arm of the Public Establishment for Industrial Estates (PEIE), focused on the value-added services of contact centres and discussed  the advantages of contact centres to clients, companies and economy. Sameer said besides the main benefit of connecting the customers with the organisations/companies, contact centres provide a good opportunity for employment. As of now, five million people in India are gainfully employed, he added.
Khadija Al Yahmadi, project director at the Muscat Municipality Call Centre, said that as of now the Muscat Municipality contact centre is 30 per cent outsourced and they are doing their best to provide efficient services to the residents in redressing their problems. She said that it is time to integrate these contact centres with the social media.
Said Al Maawali, director of Oman Air Call Centre, said that running a successful call centre involves planning at many levels and technologies play an important part.
He said, "2012 is likely to see a lot of new trends in customer service and may ultimately merge to change with adding new features. Smart Interactive Voice Response (IVR) System can save thousands of rials and has the ability to provide better customer services.
Samira Al Mughairi, call centre in-charge at Muscat Electricity Distribution Company, said, "Now-a-days the focus is on services to clients and not on products. Thus we need to be careful when we provide services.
Mohamed Al Hadhrami, section head, call centre, Nawras, moderated the seminar while Mohammed Juma Al Ghailani, advisor at PEIE,  made the opening remarks.
Muscat: Introduction of new technology that would improve contact centre efficiencies, costs and performance would be the right thing to do for Oman, said Sameer Gupta, executive vice president, Infoline.
Speaking at a seminar held yesterday to discuss the challenges facing the contact centres in Oman, Sameer said that that the concept of contact centres is changing over the years and currently there is interest in cloud computing for contact centres.
The seminar organised by Knowledge Oasis Muscat (KOM), the technical arm of the Public Establishment for Industrial Estates (PEIE), focused on the value-added services of contact centres and discussed  the advantages of contact centres to clients, companies and economy. Sameer said besides the main benefit of connecting the customers with the organisations/companies, contact centres provide a good opportunity for employment. As of now, five million people in India are gainfully employed, he added.
Khadija Al Yahmadi, project director at the Muscat Municipality Call Centre, said that as of now the Muscat Municipality contact centre is 30 per cent outsourced and they are doing their best to provide efficient services to the residents in redressing their problems. She said that it is time to integrate these contact centres with the social media.
Said Al Maawali, director of Oman Air Call Centre, said that running a successful call centre involves planning at many levels and technologies play an important part.
He said, "2012 is likely to see a lot of new trends in customer service and may ultimately merge to change with adding new features. Smart Interactive Voice Response (IVR) System can save thousands of rials and has the ability to provide better customer services.
Samira Al Mughairi, call centre in-charge at Muscat Electricity Distribution Company, said, "Now-a-days the focus is on services to clients and not on products. Thus we need to be careful when we provide services.
Mohamed Al Hadhrami, section head, call centre, Nawras, moderated the seminar while Mohammed Juma Al Ghailani, advisor at PEIE,  made the opening remarks.
© Times of Oman 2012
