BankDhofar launches its customer engagement Hub

Designed with state-of-the-art facilities and comprehensive functions

Abdul Hakeem Al Ojaili CEO of BankDhofar

Abdul Hakeem Al Ojaili CEO of BankDhofar

  • Offers services around the clock, including holidays

Muscat: Stemming from its belief that customers are the core for its success and operational growth, BankDhofar officially launched its renovated Customer Engagement Hub. Serving customers 24/7, BankDhofar's Customer Engagement Hub is designed with state-of-the-art facilities, and comprehensive functions including Self-Services such as Interactive Voice Response (IVR), Interactive Voice Notification (IVN) Call Centre agents, among other functions to build meaningful communication with the customers.

The official launch event was attended by Abdul Hakeem Omar Al Ojaili, CEO of BankDhofar, Board members, executive management team, and Customer Engagement Hub management team. BankDhofar applied preventive measures including social distance and adhering to wearing face masks for the attendees to avoid the widespread of COVID19."

Commenting on the launch, Abdul Hakeem Omar Al Ojaili, CEO of BankDhofar noted: "We are proud to launch our innovative Customer Engagement Hub. This step will reflect positively on our relationship with our customers. At BankDhofar we understand the importance of listening to our customers, connect with them and accept their feedback. Customer Engagement Hub is one of the important 24/7 engagement channels that that translates our customer-centric approach. Our highly qualified team ensures the satisfaction of our customers."      

BankDhofar constantly endeavors to promote positive communication and retain a sustainable relationship with its customers. The Customer Engagement Hub provides significant benefits to customers by offering services around the clock, including holidays. Through the renovation, BankDhofar will handle high call volumes.

The IVR system enables customers to handle their own simple operations over the phone. The facility provides a number of exclusive services including, mobile top-up, unblock debit card, re-issue and re-set of Debit Card pin, statement inquiry, cheque book request, bill payments, and many other prompt services. The IVR system contributed to boosting customer experience and enhancing their satisfaction level, by minimizing the call duration, as customers get a faster response to their query.

Additionally, BankDhofar is the first bank in the Sultanate to provide IVN service. Through IVN, the bank assists customers proactively in cases of exceeding ATM pin entry attempts, to reset their PIN, forgetting Mobile Banking App password, to reset their password, attempting to withdraw more than the card daily limit, and to increase their daily ATM withdrawal limit.  

BankDhofar is one of the best banks in the region, catering to customers’ needs and requirements, and setting the standard for the best customer experience within the banking industry in the Sultanate through innovative products and creative solutions. Following best international banking practices, provision of outstanding customer experience, in addition to its commitment to community development and contribution to the growth of the national economy, has placed BankDhofar at the top of the list of best banks in the region.


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