Operational Excellence

Operational Excellence is becoming increasingly important in many service related organizations. The only third party ISO certified Contact Centre in Oman, Infoline , since its inception has been continuously focusing on improving it service delivery. Our Contact Centre ‘s core competency is customer care services. We have been serving customers for more than a decade and have learned how to maximize customer relationships through highly trained agents and cutting edge CRM techniques and technologies.

Like many operationally excellent organizations, Infoline believes and works with three key performance indicators:

1. Process Efficiency
Procedures being central to any ISO certified organization, process efficiency at Infoline has largely improved by laying down stringent procedures for the team to follow. Procedures help in improving process efficiency and delivering customer satisfaction through process efficiency remains our top priority. Our focus is on continually improving service delivery processes by finding ways to reduce costs but improved efficiency, whilst offering a better service through enhanced effectiveness.

2. Performance Management
Performance management is an integral part of ourservice delivery. It incorporates planning, employee development through training, quality monitoring through clearly defined metrics and rewarding based on performance. We believe that measurement is the key to achieving improved productivity and control. Customers define the Service Levels to be delivered both on overall service and at the individual agent level. Process performance is displayed on real time basis, so that the customer service agents can take appropriate measures to ensure desired service levels are met.

3. Customer Confidence
We believe in working closely with our customers in the most professional yet transparent manner. This has led to long lasting business relationships – that nearly 80% of our customers are repeat customers is testimony to this. We strive to service all exclusive needs as well.