Case Studies

Retail Case Study
Headquartered in Muscat, Our client is an established business conglomerate in the Sultanate of Oman. Trusted and respected for more than a century, our client has consistently maintained its leadership position in the Consumer, Infrastructure and Industrial arenas

Challenge

To create a market awareness for the client Toll Free line
To enhance the existing customer service process.
Maintain an updated client required database
Maintain and format yearly client required business diaries
IT related Issues and technical support

Objectives

Create Customer delight through effective and efficient customer service
To resolve customer complaints and grievances with empathy
To capture customer feedback and enquiries and escalate if required to client in order improve the customer service

Solution

Optimal publicity of the client Toll Free number
Effective agent training on call center ethics and norms

Value Add

Outbound projects for various client based requirements
IVR messages for various client related promotions
Recruitment campaign service support provided to client based divisions
Compilation of client database for client website and business diaries
Enhanced the reporting module
Consistent customization of process techniques for higher customer satisfaction and faster process turnaround time
100% of all calls recorded for quality assurance and management of complaints
Complete complaint lifecycle management

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