Case Studies

Government Case Study
Our client is the regulator for water and electricity services in Oman. In addition also responsible for supplying potable water to all homes and businesses in Oman. Serving a total consumer base of more than 1.5 million people, transporting on average more than 650000 cubic meters of water per day.

  • Migrate existing call centre operations and management from former vendor
  • Improvement in quality of service (Call centre operations)
  • Training needs of call centre staff
  • Improve Service Quality (availability, accessibility, response time)
  • Standardize quality norms and procedures
  • Develop reliable contact channels for customers (phone, mail, fax, SMS and Internet)
  • Increase communication and improve client image
  • Better management of inquiry & complaints to restore trust and reduce the risk of litigation
  • Open communication and a commitment to learn from the problem and prevent its recurrence.
  • Prepared the process migration sheets and White paper on the process
  • Took over day-to-day progress and remove all bottlenecks in the process
  • Manpower requisition interview and training to the agents, Team leader and managers
  • Understanding customer relationship management (CRM) software and associated features
  • Formatting standard operating procedures across customer service department to reflect CRM requirements
  • Centralized report management
Value Add
  • Efficient service management and consumer support
  • Automated dispatch and service request routing via Infoline smart tool
  • Complete inquiry lifecycle management
  • 100 % of all calls recorded for quality assurance and management of inquiries received