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

  • 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
  • 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
  • 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